Complaints procedure

Pain Pals GY take all comments and complaints seriously. 

You can make a complaint by emailing Painpalsgy@gmail.com or using the link at the bottom of the page to obtain our complaints form. If you are unable to complete the form yourself, a member of staff will contact you and arrange to assist you by completing the complaints form on your behalf.  

• Once we receive your complaint we aim to acknowledge that with an email or letter within 7 working days.

• Once a complaint has been acknowledged by the service manager, they will contact you to discuss your complaint in detail within 10 working day. 

• You will receive a dedicated complaints manager who will give you a written account of your complaint and a timeline for any investigation.

• Once the investigation into all aspects of your complaint have been fully assessed. You will receive written notification via email or letter detailing the outcome from your complaint and any actions that have been taken by Pain Pals GY. 

• Option for appeal. If you believe that your complaint has been mishandled or your dissatisfied with the outcomes, you have the right to appeal to our board of trustees. A board member will then review your complaint, how your complaint was handled and assess the outcomes.

•  The board member may or may not consult other board trustee member's during their investigation. 

• The board member will contact you via email or letter within 14 days after receiving your appeal, to notify you of the timescale required for their investigation. After the investigation they will confirm their findings and decision in writing.

•  All decisions made by the board of trustees are final. 

• Should you still disagree with Pain Pals GY ltd. final decision, you have the legal right to appeal to the official financial ombudsman.  

 Please use the link below to download a copy of our complaints form.