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Complaints Procedure

Complaints Procedure

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:

  • Platform functionality / technical issues
  • Registration / login / access problems
  • Educational content within the platform
  • Data handling concerns
  • Communications, notifications or behaviour of DigiBete staff
  • Anything a user reasonably believes to be unsafe, inaccurate, unhelpful or inappropriate

This procedure does not replace:

  • Emergency medical advice (clinical team signposted / 999 as appropriate)
  • Clinical escalation pathways within the NHS

3. How to Raise a Complaint

Users can raise a complaint in any of the following ways:

Email: hello@digibete.org, app@digibete.org
In-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

  • Explanation / clarification
  • Technical fix or bug resolution
  • Correction or update of content
  • Removal of inappropriate or inaccurate material
  • Policy / system change
  • Staff / contractor retraining

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.org
Subject line: “Escalation request – complaint review”

7. Data Protection and Confidentiality

All complaint information is stored securely and handled in line with:

  • UK GDPR
  • Data Protection Act 2018
  • NHS DSP Toolkit compliance (as applicable)

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:

  • Platform performance
  • Platform content
  • DigiBete workflows
  • User experience


DigiBete, January 2026