Encounter Wellness is committed to providing high-quality services and to treating everyone with fairness, dignity and respect. We welcome feedback and take all complaints seriously, as they help us improve our work.

If you are dissatisfied with any aspect of our activities, services or the conduct of anyone acting on behalf of our organisation, please contact us in writing by email, providing as much detail as possible about your concern and any relevant supporting information. We will acknowledge your complaint within five working days and aim to provide a full response within 20 working days. If we need longer to investigate, we will keep you informed of progress.

Complaints are considered fairly, impartially and confidentially. Where a complaint concerns a Trustee or another individual involved in handling the complaint, that person will not take part in its investigation or decision. If you remain dissatisfied after receiving our response, you may request that the Board of Trustees reviews the matter.

Please note that the Charity Commission does not normally investigate complaints about the day-to-day running of charities but may consider concerns about serious misconduct or mismanagement. Information about raising such concerns is available on the Charity Commission's website.

The Charity also encourages anyone who has genuine concerns about suspected wrongdoing, including fraud, financial misconduct, safeguarding failures, unlawful activity or other serious misconduct, to report those concerns without fear of retaliation. Such concerns may be raised with any Trustee, volunteer, contractor or other appropriate representative of the Charity and will be treated seriously, handled as confidentially as reasonably practicable, and investigated proportionately. Where appropriate, concerns may be escalated to the Board of Trustees or referred to the relevant statutory or regulatory authority.