our commitment to resolving your concerns
At Brio, we’re committed to delivering the best possible service to everyone in our community. We want every person who walks through our doors to have a great experience - but we also know we’re not perfect, and sometimes things don’t go to plan.
That’s why we encourage all our members and users to let us know when something isn’t right. We’re here to help resolve your issue - and we’ll work as a team to learn from it and come back stronger.
We treat all complaints seriously and with complete confidentiality.
how do I make a complaint?
Firstly, we encourage you to speak to a member of our team or reach out to us through email or our Contact form here. The Duty Manager / Duty Officer of your facility will then happily help with your complaint as soon as possible.
what if my complaint still isn’t resolved?
If the Duty Manager / Duty Officer is unable to help, this will then be raised with the Centre Manager / Area General Manager of your relevant Brio centre. They will be more than happy to answer your questions and provide you with any support they can.
what’s the next step if I’m not satisfied?
The final stage of the process involves passing your complaint to the appropriate member of our Leadership Team. If our facility management team are unable to support or resolve your complaint, a member of the Leadership Team will review everything that has been previously actioned and offer further assistance where possible.
how long will it take to hear back?
Our aim is to respond to all complaints within five working days. If we cannot give you a full in-depth reply in that time, we will contact you to give you an update on your complaint and the steps we will take to resolve it.
