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Image by Anastasiya Badun

1. Acknowledging Your Complaint

When a complaint is received, whether it’s informal, digital, or anonymous, we will confirm that we’ve received it within one working day and pass it on to the appropriate staff member for further review.

 

2. Initial Assessment and Contact

The staff member assigned to your case will look into the details of your complaint within three working days. If the complaint is not anonymous, they will get in touch with you to discuss the issue and gather any additional information needed.

 

3. Investigation and Resolution

We aim to resolve complaints as promptly as possible. The staff member will conduct an investigation by reviewing records, speaking with staff, and involving any witnesses if required. Throughout the process, we will keep you informed about the progress and provide an expected timeline for resolution.

 

4. Final Response and Outcome

Once the investigation is complete, we will provide a formal response outlining any actions taken to resolve the issue. If relevant, we will also highlight any improvements or changes made as a result of your feedback.

COMPLAINT and feedback form

ways to make complaint

Support Groups

1. Talk to us directly

If you feel comfortable discussing your concerns, we encourage you to reach out to us for an informal conversation. Often, an informal discussion can resolve issues quickly and avoid the need for a formal complaint process. This approach allows us to address your concerns more effectively and ensures you feel heard.

This can be done by contacting us.

Contact Details:

  • Phone:

  • Email:

  • Address:

Our team is available during business hours, and we can arrange a time that suits you best for a private discussion.

2. digital complaints policy

If you prefer a more formal approach or would like to document your complaint, we offer a dedicated digital complaints portal. This portal allows you to submit feedback, suggestions, or complaints easily through our website. You'll receive a confirmation email, and a member of our team will respond within three business days to address your concerns.

This can be done by contacting us.

How to Access the Digital Portal:

  • Visit www.propelliving.com

  • Navigate to the "Complaints" section.

  • Complete the online complaint form, providing details of your concern.

Through this portal, you can track the status of your complaint and receive updates about its resolution.

Digital Artist

ways we address 
complaint

Image by Kevin Delvecchio

3. FAMILY AND PLACEMENT BREAKDOWN

We understand that some individuals may prefer to leave feedback or report concerns anonymously.

To support this, our website has an anonymous contact form, allowing you to communicate any issues without revealing your identity.

How to Leave Anonymous Feedback:

  1. Visit www.propelliving.com

  2. Go to the "Complaint and Feedback" section.

  3. Select the anonymous feedback form and fill in the details of your concern.

We assure you that all anonymous feedback is taken seriously and will be acted upon promptly. Our commitment to confidentiality means that your identity will remain protected at all times.

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