REHAB RECORDZ CIC / BIRMINGHAM
Complaints & feedback
Tell us what went wrong and what you would like us to do.
Last updated: 29 September 2026
How to complain
Email dnbrehab@protonmail.com with the subject “Complaint”, or ask the session tutor to help you raise it. Tell us what happened, roughly when, how we can safely reply and what outcome you would like.
You can ask someone to support you. If writing is difficult, email to request a conversation or speak to the tutor. Avoid including other people’s sensitive information unless necessary.
What happens next
We aim to acknowledge complaints within five working days and provide a full response within twenty working days. Working days are Monday to Friday, excluding bank holidays in England.
If we need longer, we will explain why and give an updated response date. Our response will explain what we considered, our findings and any action we will take.
Fair treatment and privacy
We will handle complaints respectfully, limit information to people who need it and record the outcome. Raising a concern in good faith should not unfairly affect your participation.
Anonymous complaints are welcome, although they can limit what we can investigate or report back. Complaint records are covered by our privacy notice.
If you disagree with the response
Reply asking for a review and explain what was missed or why you disagree. We will acknowledge the review request within five working days and aim to respond within twenty working days.
If the concern involves the person handling it, tell us. We will explain how we will manage that conflict and whether someone independent of the original matter can review it. We do not promise an external ombudsman service for general project complaints.
Other reporting routes
For immediate danger, call 999. You can use the independent routes on our safeguarding page without completing this complaints process first.
For personal-information concerns, you may contact the ICO. This procedure does not limit your legal rights.