Safeguarding concerns: if your complaint involves the safety of a child or vulnerable adult, please also see our Safeguarding Policy, which takes priority for these situations. If someone is in immediate danger, contact local emergency services first.
We want Heal & Revive to be a place people trust. If something falls short of that — whether it's the quality of a session, the conduct of a staff member or volunteer, or how a concern was handled — we want to know, and we take every complaint seriously.
You can submit a complaint by emailing us directly (Section 9) or using our contact form. Please include as much detail as possible — what happened, when, who was involved (if known), and what outcome you're hoping for. You're welcome to submit a complaint on behalf of someone else, including a child, with their knowledge where appropriate.
We confirm receipt of your complaint and let you know who is handling it.
We review the details, which may include speaking with those involved.
We share our findings and any action taken, and explain our reasoning.
Where appropriate, we check in afterward to make sure the resolution held.
We aim to acknowledge every complaint within [3] business days, and to provide a substantive response or resolution within [14] business days. More complex matters, including those requiring a formal investigation, may take longer — if so, we'll keep you informed of progress.
If you're not satisfied with how your complaint was handled, you may request that it be reviewed by a more senior member of our team. Where your complaint involves a licensed professional, you may also have the right to escalate to their relevant professional or regulatory body, and we will provide that information on request.
Complaints are handled with as much confidentiality as possible, shared only with those who need to know in order to investigate and resolve the matter fairly. We will not disclose your identity to the person you're complaining about without your knowledge, except where necessary for a fair process or required by law.
Not every concern needs to be a formal complaint — we also welcome general feedback about your experience, suggestions for improvement, or ideas for new resources. Feel free to share these through the same contact channels below.
We take every message seriously — thank you for helping us do better.
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