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Complaints Procedure

Complaints Procedure

Last updated: January 2026
Next review: January 2027

1. Purpose

This procedure explains how any user, parent / carer, young person, clinician, or partner organisation can raise a concern or complaint about the DigiBete app, its content, its performance or the service around it.

DigiBete welcomes complaints as a way to improve the service, safeguard users, and maintain high standards.

2. Scope

This procedure covers complaints about:

  • App functionality / technical issues
  • Registration / login / access problems
  • Educational content within the app
  • Data handling concerns
  • Communications, notifications or behaviour of DigiBete staff
  • Anything a user reasonably believes to be unsafe, inaccurate, unhelpful or inappropriate

This procedure does not replace:

  • Emergency medical advice (clinical team signposted / 999 as appropriate)
  • Clinical escalation pathways within the NHS

3. How to Raise a Complaint

Users can raise a complaint in any of the following ways:

Email: app@digibete.org
In-app: open the app → Settings → “Support”
Webform: https://www.youngtype2.org/contact
By post: DigiBete CIC, Platform, New Station St, Leeds LS1 4JB

Please include (if you can):

  • Name and contact details
  • App version and phone type
  • Screenshots (if relevant)
  • A brief factual description of the problem
  • What outcome you are seeking (e.g. fix / explanation / removal / change)

4. What Happens Next (Timescales)

Urgent: Complaint is felt to pose a clinical safety or data risk and we will reply with the same day with feedback and escalation. Target time: within 6-24 hours.

Acknowledgement: We confirm we have received your complaint. Target time: within 3 working days.

Initial assessment: We triage & decide if further information is needed. Target time: within 5 working days.

Investigation: We investigate including technical review and content review (if required).  Target time: within 20 working days.

Outcome: We write back with the outcome, explanation + any actions.  Target time: within 25 working days.

If the issue is complex or requires 3rd party involvement (e.g. NHS clinicians / editors) we will update you if we need longer, the DigiBete management team will also consider if the complaint is of a serious nature, as defined by the above risk matrix.

5. Outcomes may include

  • Explanation / clarification
  • Technical fix or bug resolution
  • Correction or update of content
  • Removal of inappropriate or inaccurate material
  • Policy / system change
  • Staff / contractor retraining

6. Escalation

If you are not satisfied with the outcome you receive, you may request an internal escalation.

Your case will then be reviewed by a senior DigiBete Director who was not involved in the initial investigation.

Email escalation request to: support@digibete.org
Subject line: “Escalation request – complaint review”

7. Data Protection and Confidentiality

All complaint information is stored securely and handled in line with:

  • UK GDPR
  • Data Protection Act 2018
  • NHS DSP Toolkit compliance (as applicable)

We only share complaint information with those who need to see it to resolve the issue – and only when lawful and appropriate.

8. Safeguarding

If your complaint raises a safeguarding concern (for example relating to risk of harm to a child or vulnerable person), DigiBete has a duty to escalate immediately in line with statutory safeguarding duties and NHS safeguarding pathways.

9. Continuous Improvement

All complaints are logged, analysed quarterly and used to improve:

  • App performance
  • App content
  • DigiBete workflows
  • User experience

Review cycle

DigiBete, January 2026