HAWTHORNERECOVERY SERVICES

Legal

Complaints Procedure

We are committed to providing a professional service. If something has gone wrong, we want to hear about it and put it right.

Last updated: May 2026

1. Our commitment

Hawthorne Recovery Services takes all complaints seriously. We treat every complaint as an opportunity to improve, and we will handle yours fairly, confidentially, and without prejudice to how we deal with you in future.

2. How to make a complaint

You can raise a complaint with us by any of the following means:

3. What we need from you

To help us investigate quickly, please include your name and contact details, any relevant reference number, a clear description of what went wrong, and what you would like us to do to put it right.

4. How we handle your complaint

  • We will acknowledge your complaint in writing within five working days of receiving it.
  • A member of our team who was not directly involved in the matter will investigate it thoroughly.
  • We aim to provide a full written response within eight weeks. If we need longer, we will tell you why and keep you updated on progress.

5. If you are not satisfied

If you are unhappy with our final response, you may ask us to review the decision, and we will arrange for a senior manager to do so. If your complaint relates to how we have handled your personal data, you also have the right to contact the relevant data protection authority.

6. Contact

Our Complaints Team is available Monday to Friday and will be happy to help. Please contact us using any of the details in section 2 above.