Compliments, Concerns & Complaints
Three routes for feedback about ORVIA. Every submission is read by a named human.
Which route is right?
- Compliment — something ORVIA did well that you want us to know, hear or share.
- Concern — something that doesn’t feel right but hasn’t crossed into a formal complaint. We use concerns as early evidence.
- Complaint — a formal complaint that we have got something wrong. This starts a written investigation with named timescales.
If you would prefer to write to us, email [email protected], telephone 0114 399 8231, or write to ORVIA Oversight Ltd, 3rd Floor, 86–90 Paul Street, London EC2A 4NE.
Give us feedback
What happens, and by when
| Stage | What happens |
|---|---|
| Acknowledgement | We acknowledge your complaint, normally within three working days, and tell you who is looking at it. |
| Investigation | The Group Chief Executive is the accountable role for complaint investigation. Where the complaint concerns the Group Chief Executive personally, an independent reviewer outside the matter is appointed. |
| Full response | We aim to give a full written response within 20 working days of acknowledgement. |
| Extension | If we need longer, we will tell you before the deadline, explain why, and give a new date. |
| Internal review | If you are not satisfied, you can ask for an internal review. It is carried out by someone who was not involved in the original decision, and we aim to reply within a further 20 working days. |
Where else you can go
- Your information. The Information Commissioner’s Office, ico.org.uk/make-a-complaint or 0303 123 1113.
- A safeguarding concern. The relevant local authority safeguarding service, or the police. If someone is in immediate danger, call 999.
- A regulated body we have reviewed. Complaints about another organisation should be made to that organisation or to its regulator. ORVIA cannot complain on your behalf.
- Legal advice. You are free to take independent legal advice at any point.
Where the Group Chief Executive is conflicted
Where a complaint concerns the Group Chief Executive personally, an independent reviewer outside the matter is appointed. The reviewer runs a conflict check, accepts the terms of reference, sets a due date, requests evidence and returns a written finding. Their finding is preserved without editorial change. Any upheld or partly-upheld finding is linked to corrective actions with named owners, due dates and effectiveness-review dates.
The identity of the reviewer used in any given matter is confirmed to the complainant and preserved in the case record. It is not published on this page.
What we do with complaints
We record every complaint, what we found and what we changed. We keep the record for as long as needed to evidence the decision and to meet legal and insurance requirements, as described in our Data Protection & Retention page.