Complaints Policy

At Rehubs, we are dedicated to providing the highest quality of online rehabilitation services and ensuring that our clients receive the best possible care. However, we understand that there may be occasions when our services do not meet your expectations. This Complaints Policy outlines our commitment to addressing and resolving any complaints promptly and fairly.

Submitting a Complaint

If you are dissatisfied with any aspect of our services, we encourage you to bring this to our attention as soon as possible. You can submit your complaint by contacting us via email, telephone, or postal mail. Please provide detailed information about your complaint, including your name, contact details, and any relevant documentation or evidence that can help us understand and address the issue.

Acknowledgement and Initial Response

Upon receiving your complaint, we will acknowledge receipt within three working days. We aim to provide an initial response within ten working days, outlining the steps we are taking to investigate and resolve your complaint. If the matter requires further investigation, we will inform you of the anticipated time frame for a full resolution.

Investigation Process

Your complaint will be thoroughly investigated by a member of our team who was not involved in the matter that led to the complaint. This ensures an unbiased review of the situation. We may need to contact you for additional information or clarification during the investigation process. Rest assured, all information provided will be treated with the utmost confidentiality.

Resolution and Outcome

Once the investigation is complete, we will provide you with a detailed response outlining our findings and any actions we have taken or plan to take to address your complaint. If your complaint is upheld, we will offer an appropriate remedy, which may include an apology, corrective action, or other measures to rectify the issue.


If you are not satisfied with our response or the resolution provided, you have the right to escalate your complaint. You can request that your complaint be reviewed by a senior manager. In such cases, we will conduct a further review and provide you with a final response.

Learning and Improvement

At Rehubs, we view complaints as valuable feedback that helps us improve our services. All complaints are recorded and analysed to identify trends and areas for improvement. We are committed to learning from these experiences to enhance the quality of our services and prevent similar issues from occurring in the future.