Review required before publication.
This starter process should be completed with real contact details, response times, escalation arrangements and any relevant external routes before publication.
This starter process should be completed with real contact details, response times, escalation arrangements and any relevant external routes before publication.
Tell us when something is not right
A concern should be taken seriously and handled without making the person feel awkward for speaking up.
Step 1, contact us
Add the real complaints email, phone number and postal address, and explain what information is helpful when raising a concern.
Step 2, acknowledgement and response
Add realistic response times that OwnWay can consistently meet.
Step 3, review
Add an escalation route for someone who is unhappy with the first response.
Learning from complaints
Explain how themes and outcomes are reviewed so the service can improve.
Last starter draft update: 18 August 2026.