Complaint Process

Complaints should be sent to

Days 1-3

  • Complaint received by the team, logged and allocated to appropriate member. (If resolved completely within 24 hours – marked as closed)
  • Acknowledgement sent to the complainant in writing with a follow up sent within 3 working days.
  • Copy of complaint, action log and response emailed to Newham Training Hub Programme Manager to review.

Days 4-6

  • Allocated team member contacts the complainant to arrange local resolution and agree way forward.
  • If unresolved, complaint is escalated to the Newham Training Hub Clinical Lead who will review and respond.

Days 7-31

  • Final escalation to relevant commissioner (if applicable) to review.
  • Complaint closed on log.