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Complaints & Feedback

The information on this page is for guidance only and does not constitute legal advice. If you require legal support, please contact a qualified legal professional.

1. Our promise about feedback and complaints

We are a service for families, and your voice is at the heart of everything we do. We promise to listen to your feedback and complaints with respect, empathy, and an open mind. We are not defensive or judgmental when you share your experiences with us. Our goal is to work together with you to find a fair solution and ensure you feel heard throughout the process.

2. What counts as a complaint

A complaint is any time you feel our service has not met standard. If you felt distressed by an interaction. Whether it is a small worry or a significant concern, we take all complaints seriously as they help us understand how we can support families better.

3. How to share feedback or make a complaint

You can share your thoughts with us in the way that feels most comfortable for you:

  • Email: support@rebuildandrise.co.uk
  • Phone: Speak with a team member during office hours.
  • In Person: Discuss your feedback directly during a meeting.

4. What happens after you contact us

Once we receive your complaint, we follow these simple steps and timescales:

  1. Acknowledgment: confirmed within 2 working days.
  2. Review: senior review usually takes 5-10 working days.
  3. Response: discussing findings and proposing a solution.

5. If you are unhappy with the outcome

If you do not feel our initial response has resolved the matter, please let us know. We will escalate your complaint to be reviewed by a director who has not been involved in the process so far. We are committed to getting it right for the families we support.

6. Using feedback to improve our service

We view every piece of feedback as an opportunity to learn. Whether it is a compliment or a suggestion for change, we use this information in our regular team sessions to improve how we talk to, support, and advocate for families. Thank you for helping us grow.

Last updated: 31 May 2026

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