Last updated: January 2026 Next review: January 2027
1. Purpose
This procedure explains how any user, parent / carer, young person, clinician, or partner organisation can raise a concern or complaint about the DigiBete platform, its content, its performance or the service around it.
DigiBete welcomes complaints as a way to improve the service, safeguard users, and maintain high standards.
2. Scope
This procedure covers complaints about:
This procedure does not replace:
3. How to Raise a Complaint
Users can raise a complaint in any of the following ways:
Email: hello@digibete.org, app@digibete.orgIn-app: open the app → Settings → “Support”Webform: https://www.digibete.org/contact/By post: DigiBete CIC, Platform, New Station St, Leeds LS1 4JB
4. What Happens Next (Timescales)
Urgent: Complaint is felt to pose a clinical safety or data risk and we will reply with the same day with feedback and escalation. Target time: within 6-24 hours.
Acknowledgement: We confirm we have received your complaint. Target time: within 3 working days.
Initial assessment: We triage & decide if further information is needed. Target time: within 5 working days.
Investigation: We investigate including technical review and content review (if required). Target time: within 20 working days.
Outcome: We write back with the outcome, explanation + any actions. Target time: within 25 working days.
If the issue is complex or requires 3rd party involvement (e.g. NHS clinicians / editors) we will update you if we need longer, the DigiBete management team will also consider if the complaint is of a serious nature, as defined by the above risk matrix.
5. Outcomes may include
6. Escalation
If you are not satisfied with the outcome you receive, you may request an internal escalation.
Your case will then be reviewed by a senior DigiBete Director who was not involved in the initial investigation.
Email escalation request to: support@digibete.orgSubject line: “Escalation request – complaint review”
7. Data Protection and Confidentiality
All complaint information is stored securely and handled in line with:
We only share complaint information with those who need to see it to resolve the issue – and only when lawful and appropriate.
8. Safeguarding
If your complaint raises a safeguarding concern (for example relating to risk of harm to a child or vulnerable person), DigiBete has a duty to escalate immediately in line with statutory safeguarding duties and NHS safeguarding pathways.
At DigiBete, we take safety and safeguarding very seriously and you can view our Safeguarding Policy by clicking here.
9. Continuous Improvement
All complaints and feedback are logged, analysed to improve:
DigiBete, January 2026