How to complain
Email complaints@thehwbco.com with the subject “Complaint”. Explain what happened, when it happened, the outcome you are seeking and any reasonable adjustment you need.
What happens next
We will acknowledge the complaint, assess whether any immediate safeguarding or data-protection action is required, investigate proportionately and provide an outcome. Target response times and escalation arrangements remain under board review; the current published route can still be used to raise a complaint.
Complaints involving the Founding Director
Where a concern involves the Founding Director, it should be reviewed by a non-conflicted Non-Executive Director.
External routes
Depending on the issue, you may also have the right to contact a funder, commissioning organisation, regulator, local authority, the Information Commissioner’s Office or another relevant body.