Our Complaints procedure

STAGE ONE Informal complaint

If you are unhappy about a service you have received from us, you should report this in the first instance to the Duty Manager. They will attempt to address the problem immediately. 

STAGE TWO Formal complaint

If you are not satisfied with the outcome of stage one, contact HiVitality on 0300 102 1628 or email complaints@hivitality.org.uk, giving us the full details of your complaint.

We will inform you of what action is being taken, the person dealing with the complaint and the time by which you can expect to receive a detailed response. We aim to resolve your complaint satisfactory with 28 days.

STAGE THREE

If you are not satisfied by the outcome of stage two, you can request a further investigation of your complaint led by the Chair of the Board of Trustees, who will review the information from yourself and the stage two response letter.