Complaints procedure

Last updated: 22 September 2026

Concerns are taken seriously, handled fairly and used to improve the service. Raising a complaint will not disadvantage somebody who is receiving or seeking support.

How to complain

Email Motionformindfitness@hotmail.com with the subject “Complaint”. Include what happened, when it happened, the outcome sought and any adjustment needed to take part in the process. Do not send unnecessary medical records by ordinary email.

What happens next

• We aim to acknowledge a complaint within five working days.
• A person who is sufficiently independent of the issue will review it where reasonably possible.
• We may ask focused questions and limit information to those who need it.
• We aim to provide a written outcome within 20 working days. If more time is needed, we will explain why and provide an updated date.
• The response will explain the findings, any remedy or learning, and how to request a review.

Other routes

A data-protection complaint can also be raised with the Information Commissioner’s Office. A safeguarding or immediate safety concern should use the safeguarding route and must not wait for the complaints timetable. A complaint about a funding or referral organisation may also need to be raised with that organisation under its own process.