Complaints & concerns

How to complain

Email hello@northernfellscompanions.uk with your name, contact details, what happened, when it happened and what you would like us to consider. If email is difficult for you, tell us and we will try to agree another accessible way to receive your complaint.

What happens next

We aim to acknowledge a complaint within 3 working days and provide a substantive response within 10 working days. If we need longer because the matter is complex, we will explain why and give an updated timescale.

Fairness and confidentiality

Complaints will be handled as fairly and discreetly as possible. Making a complaint will not, by itself, affect the way a client is treated. Information will only be shared with people who need it to understand, investigate or resolve the issue, or where safeguarding or legal obligations require disclosure.

Safeguarding and emergencies

If the concern involves possible abuse, neglect or immediate danger, our safeguarding approach applies. In an emergency or where a crime is in progress, contact the emergency services rather than waiting for the complaints process.

Last updated: 10 September 2026.