Here at Brio, we’re committed to providing the best possible service to everyone in our community. We strive to ensure that everyone who walks through our doors has a good experience. We know we’re not perfect though, and things sometimes don’t go to plan.
That’s why we want to encourage all of our members and users to let us know when something isn’t right. We not only want to help resolve your issue we’ll also work as a team to ensure we learn from it and come back stronger.
We treat all our 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 the Contact Us form here. The Duty Manager of your facility will then happily help with your complaint as soon as possible.
What can I do if that doesn’t resolve my complaint?
If the Duty Manager is unable to help, this will then be raised with the Facility Manager of your relevant Brio centre. They will be more than happy to answer your questions and provide you with any support they can.
Is there anything else I can do to get support with my complaint?
The final stage of the process involves passing your complaint to our Operations Director. If our Duty Manager or Facility Manager are unable to support, the Operations Director will review everything that has been previously actioned and offer further assistance where possible.
How long is this all going to take?
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.
