Nebulexe Trinity Foundation is committed to providing a high standard of service to all members of our community. We value feedback from those we work with and view complaints as an important opportunity to learn and improve.

Our Commitment to Listening to Feedback

We welcome feedback, both positive and negative, as it helps us to enhance our services and better meet the needs of the community. We take all complaints seriously and aim to resolve them promptly and fairly.

How to Make a Complaint

If you are dissatisfied with any aspect of our work, please let us know. You can make a complaint by:

• Writing to us at: to be updated
• Sending an email to: to be updated
• Calling us on: to be updated

Please provide as much detail as possible, including dates, names of staff involved (if known), and the nature of your complaint.

How Complaints Are Handled

On receipt of your complaint, we will:

• Acknowledge it within 5 working days.
• Investigate the matter thoroughly and impartially.
• Keep you informed of progress and let you know when the investigation is complete.
• Provide a clear response outlining the findings and any actions we will take.

Response Times

We aim to resolve all complaints within 20 working days of receipt. If the complaint is complex and requires more time, we will inform you and provide an estimated timeframe.

Confidentiality

All complaints will be treated in confidence. Information will only be shared with those involved in the investigation and resolution of the complaint. We will not disclose personal details without your consent, except where required by law.

Appeals Process

If you are not satisfied with our response, you may request a review of the decision. This request should be made in writing within 10 working days of receiving our response. An independent member of the Foundation’s leadership team will review the complaint and provide a final decision.

Continuous Improvement

We use the information from complaints to improve our services and prevent similar issues arising in the future. Regular reviews of complaints help us to maintain high standards and uphold the values of Nebulexe Trinity Foundation.

Contact Details

For any complaints or feedback, please contact:

Email: to be updated
Postal Address: to be updated
Phone: to be updated