Feedback, concerns and complaints
Our approach
GreenHearth welcomes feedback and takes complaints seriously. People should be able to raise concerns without discrimination or retaliation.
What to include
Explain what happened, when and where it occurred, who was involved if safe to identify, any supporting information and the outcome you are seeking.
How complaints are handled
Complaints should be acknowledged, assessed for urgency and safeguarding risk, assigned to an appropriate person, investigated proportionately and answered within a stated timeframe.
Confidentiality
Information should be shared only with those who need it to respond safely and fairly. Anonymous feedback may be accepted, although it can limit follow-up.
Escalation
The approved procedure should explain internal review and any external oversight or regulatory route relevant to the matter.
Contact and review
Questions, correction requests or concerns can be submitted through the Contact page. Add the policy owner, approval date, next review date and version number after formal approval.