BP-CLIENT-GUIDES-2026-11-07-v4
Complaints and escalation
In this document, “Bina”, “the Company”, “we”, “us” and “our” mean Bina Pathways Ltd (company number 16667031).
Bina safeguarding contacts
Safeguarding lead: Wisdom Akpoturu. Contact: admin@binapathways.co.uk or 07337541218. Precious Chinazonwa Ezurike is Director and Manager and provides the alternative management reporting route where appropriate. Out of hours, call the office on 07337541218 and ask for the on-call person. For immediate danger or a serious emergency call 999 first, then report to Bina. If internal reporting is unsafe or ineffective, use the appropriate external safeguarding authority or police directly.
How to raise, investigate and review concerns fairly and promptly.
Updated 7 November 2026 · Review on material service or legal change.
1. Submitting a complaint
Send the organisation name, location, relevant shift or invoice reference, dates, factual concern, impact and desired outcome to admin@binapathways.co.uk. You may also telephone 07337541218.
For sensitive material, ask for a secure transfer method. Urgent safeguarding concerns use the separate urgent process.
2. Acknowledgement
Bina’s service target is to acknowledge a complaint within two working days, log it, assess seriousness and allocate a suitable reviewer.
The acknowledgement should identify a contact and indicate the expected next step.
3. Investigation
Bina aims to respond in writing within ten working days. Relevant records, correspondence, attendance and other evidence may be reviewed, with fairness to those involved.
If the matter needs longer, the client should receive the reason and an updated response date. A written outcome should describe findings and corrective actions.
4. Escalating a disputed outcome
If unsatisfied, request director review, explaining what remains disputed and providing new evidence. Where a complaint concerns one director, it should be considered by the other where practicable.
The stated target for this further review is ten working days. Complex regulatory or safeguarding matters may require a longer process.
5. External reporting and safeguards
Where appropriate, a concern may be raised with the relevant regulator, safeguarding service, police, professional body or other competent authority.
Bina expects respectful handling and no retaliation against someone raising a genuine concern. No external trade-body or ombudsman membership is implied.
Need assistance?
Bookings and service matters: booking@binapathways.co.uk. Complaints or privacy matters: admin@binapathways.co.uk. Phone 07337541218. For immediate danger, call emergency services.