Complaints Procedure
How to raise a concern about the group or one of its services.
Updated
Raising a concern
Tell us if you have a concern about our conduct, communications or a service. A clear account of the issue helps us identify the relevant business and the appropriate person to review it.
An individual service may have its own complaints procedure or an external escalation route. Tell us which service is involved so your concern can be directed appropriately.
How to contact us
Email info@helprite.co.uk, use the Contact page, telephone +44 131 287 3307 or write to Helprite Group Ltd, 16–19 Maritime Lane, Edinburgh, EH6 6RZ. Include the service concerned, relevant dates, a short account of what happened and the outcome you are seeking.
Give us a way to contact you and include any enquiry, booking or application reference. You can ask for assistance making a complaint. Do not send unnecessary confidential documents through the general contact form.
Acknowledgement and review
You can ask for confirmation that your concern has reached the appropriate team and when to expect the next update. If you have not heard back, contact us again with your reference or the date of your original message.
A review may involve asking for further information, examining relevant correspondence and speaking with the people involved. The route and timing depend on the service and the nature of the concern.
The response
The response should explain the concern reviewed, the findings that can be shared, any action proposed and the available next steps. Ask the team to clarify anything you do not understand or any part of the concern that remains unanswered.
If more time or information is needed, ask who is handling the matter and when a further update can be expected.
If you remain dissatisfied
Explain what remains unresolved and ask whether a further review is available. Where practicable, you can ask for an appropriate person who was not directly involved in the original decision to review the issue.
For a service-specific regulator, ombudsman or other external route, use the information supplied by the responsible provider or ask the team for the relevant details. You may raise a data protection concern with the Information Commissioner’s Office (ICO). Contacting Helprite does not remove your legal rights or replace an external route that applies.
Privacy and fair treatment
Complaint information is used to understand and handle the concern. Personal information submitted through the corporate website is covered by our Privacy Policy. Relevant service-specific privacy information may also apply.
Let us know if you need help communicating your concern or receiving a response. Please communicate respectfully and include only information relevant to the issue.
Urgent matters
Do not use a website enquiry form for an immediate threat to life or a medical emergency. In the United Kingdom, call 999 for an emergency.
For urgent concerns about an existing care arrangement, booking or property service, use the contact details provided by that service. A report to Helprite does not replace contacting emergency services, the police or the relevant statutory body where appropriate.
Contact details
Email info@helprite.co.uk, telephone +44 131 287 3307, or write to Helprite Group Ltd, 16–19 Maritime Lane, Edinburgh, EH6 6RZ.
State which business or service your concern relates to. If you are unsure, explain what happened and the group team can help identify the appropriate contact.
Have a question? Contact Helprite Group.