×

Got a question?

Use the Ask Brook 24/7 tool to answer your query or search FAQs

Find a service

Search for your nearest Brook sexual health service here

How can I give feedback?

How you can give feedback to Brook:

You can give feedback, make a comment, suggestion or complaint in the following ways:

  • Face-to-face with a member of Brook staff
  • Over the phone by calling your local service or Complaints Manager 
  • Write a letter to your local Complaints Manager
  • Send an email to your local Complaints Manager - email admin@brook.org.uk
  • Put a comment in the comments box in your local service

Who can make a complaint?

  • If you currently use Brook services
  • If you have used Brook services in the past
  • If you give your consent for someone else to make a complaint for you
  • If you are under 16 you still have the same rights to complain as everyone else.

When can I make a complaint?

You can make a complaint as soon as something happens that you’re not happy about. If you don’t make a complaint straight away, you can still complain:

  • Up to 12 months after it happened
  • Up to 12 months after you became aware of the problem.

Who can I make a complaint to?

  • Any member of Brook staff
  • The Complaints Manager 
  • In England, complaints can be made to the Local Authority that commissions the service.

How will complaints be handled?

  • be thoroughly investigated and dealt with quickly
  • be responded to in full, however they are made
  • if Brook has made a mistake we will apologise, explain what went wrong and put things right quickly and effectively
  • if you're unhappy with Brook’s response we will give you details of how you can get your complaint independently reviewed
  • Brook will create improvement action plans to stop things from going wrong again.

Confidentiality

Your right to confidentiality is of the highest importance to us.

  • You have the same rights to confidentiality during the complaints process as normal, even if you’re under 16
  • Complaints will be kept totally separate from client records, so you will not be treated any differently
  • If you want someone else to make a complaint for you, we will need to make 100% certain that the person has your consent to make the complaint on your behalf, so we would need to talk to you, in the first instance.