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Brook Complaints Procedure

Brook aims to offer the best possible service to young people.  You should feel supported, listened to and respected at all times.

If you have any complaints about the way you have been treated we would like to hear from you so we can deal with it as soon as possible.  We will take any matter you raise seriously, investigate and make any changes that are necessary.

All complaints, whether you make them verbally or in writing, will be treated with the strictest confidence.

How to Complain

1. In Person
You can tell any member of staff what you are unhappy about.  It may be possible for them to sort out the problem straight away.  If you prefer to speak to someone else you can ask to see the Complaints Manager, Sam Anders.   

2. By Phone
If you would rather not speak to anyone face to face you can call 0117 945 0728 and ask to speak to Sam who will help you to make a complaint. 

3. In Writing
Sometimes you may prefer to make a complaint in writing.  You can pick up a complaint form and envelope at reception.  You can  complete the form and either hand it  in to reception or send it back to us later.  If you are not at the clinic, you can email sam.anders@brook.org.uk and Sam will send you the forms.