Last updated: April 2026
Your experience matters. If something hasn’t felt right, whether that’s how a session was handled, how your information was managed, or anything else related to the service, please do get in touch. All concerns are taken seriously and dealt with fairly and promptly.
Before making a formal complaint
Many concerns can be resolved quickly with a direct conversation. If something hasn’t felt right, you’re welcome to raise it informally first by getting in touch
There is no obligation to do this before making a formal complaint, but it is often the fastest route to a resolution.
How to make a formal complaint
If you would like to make a formal complaint, please put it in writing and send it to:
Email: schwadronnyarai@gmail.com
Please include:
- Your name and contact details
- A clear description of your concern
- When the issue occurred, if relevant
- What outcome you are hoping for
What happens next
- Acknowledgement — your complaint will be acknowledged within 5 working days of receipt
- Investigation — the concern will be reviewed carefully and thoroughly
- Response — a full written response will be sent within 28 days
- Resolution — if further discussion would be helpful, this will be offered
All complaints are handled with confidentiality and respect. Making a complaint will not affect the quality of care you receive.
Concerns about data and privacy
If your complaint relates specifically to how your personal data has been handled, you also have the right to contact the Information Commissioner’s Office (ICO) directly.
Website: ico.org.uk
Phone: 0303 123 1113
Get in touch
For any questions, concerns or feedback, formal or informal,please contact:
Email: schwadronnyarai@gmail.com
Phone: 07951 664 522
Hours: Monday and Friday, 10am–5pm