Complaints Policy

Welcome to Discover Unique. This Complaints Policy sets out how we handle complaints, concerns and disputes relating to the platform. Our goal is to keep Discover Unique a trusted, safe and transparent space for the whole SEND, neurodivergent and additional needs community — connecting people and supporting futures.

A complaint is any expression of dissatisfaction about Discover Unique, a provider listing, or the way the platform is used. Whether your concern is small or serious, we want to hear about it so we can respond promptly and fairly.

This policy applies to everyone who uses Discover Unique, including visitors, registered users, providers and community organisations.

We are committed to handling complaints fairly, respectfully and transparently. We understand that people who raise concerns may be worried, upset or vulnerable, and we will treat every complaint with care and sensitivity.

When you make a complaint, we will:

• Listen to your concern and take it seriously.
• Acknowledge your complaint promptly.
• Investigate it fairly and thoroughly.
• Respond in a clear, honest and timely way.
• Use what we learn to improve the platform.

Complaints help us improve. We see every complaint as an opportunity to make Discover Unique safer, more useful and more trustworthy for everyone.

You can make a complaint about things such as:

• A provider listing that is inaccurate, misleading or out of date.
• Provider conduct, communication or behaviour connected to the platform.
• Content on Discover Unique that is harmful, offensive or inappropriate.
• The way Discover Unique works, including search results, features or policies.
• A safeguarding concern relating to a provider, listing or platform use.
• Misuse of the platform, including harassment, impersonation or false information.
• The handling of a previous complaint or concern.

If you are not sure whether your concern is covered, please contact us anyway. We will help you understand the right next step.

Discover Unique is a discovery and connection platform. We help people find support, services, opportunities and community connections — but we do not deliver support services ourselves. We do not directly manage the services offered by providers.

This policy does not cover complaints about the quality, outcome or delivery of a service provided by a third party. If your complaint is about a service you received from a provider, it should usually be raised with that provider first. Most providers will have their own complaints process.

If a service complaint also raises concerns about a provider's listing accuracy, conduct on the platform, or a safeguarding issue, we may become involved in that part of the concern. Where a dispute is purely about a contract or agreement between you and a provider, it remains a matter for you and the provider to resolve.

You can make a complaint by emailing us with as much detail as possible. Please tell us:

• Your name and how we can contact you.
• What your complaint is about.
• Any provider, listing or page it relates to.
• When it happened, if relevant.
• What outcome you are hoping for.

You do not need to write a long letter. A short, clear message is fine. If you need help to make a complaint, please let us know and we will support you through the process.

If you require reasonable adjustments or additional support to make a complaint, please let us know and we will do our best to help.

Email: hello@discoverunique.co.uk

When we receive your complaint, we will:

• Acknowledge it promptly.
• Review the details and decide whether more information is needed.
• Investigate fairly, which may include contacting the provider or reviewing listing information.
• Consider whether any immediate action is needed to protect users.
• Let you know the outcome in a clear and honest way.

We may not always be able to share every detail of an investigation, especially where another person's privacy is involved. However, we will always let you know that your complaint has been reviewed and what action, if any, has been taken.

We aim to acknowledge complaints within two working days. Most complaints will be investigated and a response provided within ten working days. More complex complaints, or those that involve another party, may take longer. If that happens, we will let you know and keep you updated.

Safeguarding concerns are treated as a priority and may be acted upon immediately, before the standard timescales above.

Complaints about a provider may relate to listing accuracy, misleading information, provider conduct on the platform, or misuse of Discover Unique. We can investigate these concerns and take appropriate action.

Where a complaint is about the delivery or quality of a service, we encourage you to raise it with the provider first. If you have done so and the concern is not resolved, or if the concern relates to the platform itself, we may review it under this policy.

Where a complaint raises a concern about provider conduct, listing accuracy, safeguarding or misuse of the platform, Discover Unique may review the listing, contact the provider, and take action. This may include requesting updated information, suspending a listing, restricting access or removing content where necessary to protect users and the integrity of the platform.

If your complaint is about Discover Unique itself — for example, the way the platform works, a policy, search results, or the way we handled a matter — we will review it directly and respond openly.

We will not let a complaint about our own platform be handled only by the person whose decision is being questioned. Where appropriate, we will involve a different team member to review the concern fairly.

Safeguarding concerns are treated as a priority. If a complaint suggests that a child, young person or vulnerable adult may be at risk of harm, we may act immediately to protect users — including suspending a listing or restricting access — before a full investigation is completed.

Safeguarding is everyone's responsibility. If you believe someone is in immediate danger, please contact the emergency services by calling 999. You can also contact your local authority safeguarding team. If you are unsure, you can contact us and we will help you understand what to do.

Discover Unique may report safeguarding concerns to the appropriate authorities where it is right and necessary to do so.

After investigating a complaint, possible outcomes include:

• No further action, where the complaint is not upheld.
• A request that a provider updates or corrects a listing.
• Suspension, restriction or removal of a listing or account.
• A change to the way Discover Unique works or communicates.
• A referral to the appropriate authority, such as a safeguarding team.

We aim to resolve complaints fairly and transparently. We cannot always share the full detail of actions taken against another person or provider, but we will confirm that your concern has been reviewed and explain what we can.

Discover Unique reserves the right to suspend listings, restrict access or remove content where necessary to protect users and maintain trust in the platform.

We may update this Complaints Policy from time to time — for example, to reflect changes in how the platform works, legal requirements, or feedback from our community.

When we make meaningful changes, we will make the updated policy available on this page and let you know where appropriate. Continuing to use Discover Unique after changes take effect means you accept the updated policy. If you do not agree with a change, you can contact us or stop using the platform.

This Complaints Policy is governed by the laws of England and Wales. Any disputes relating to this policy will be subject to the jurisdiction of the courts of England and Wales.

If you have any questions about this Complaints Policy, or if you would like to make a complaint, we would like to hear from you.

Email: hello@discoverunique.co.uk

We are committed to keeping Discover Unique a trusted, transparent and safe space for the whole SEND, neurodivergent and additional needs community — connecting people and supporting futures.