Feedback and Complaints

Listening to you

NOPT is a membership organisation and listening to members, people with experience of services and colleagues is important to us. Listening to what people say about how we work helps us to learn what has worked well and continue to improve and develop.

Telling us what you think

Sometimes we may not get things right and members and people we work with will want to let us know. If issues are raised with us, we will work to resolve them as quickly as possible. Issues and complaints can be made by email to

The administrator will acknowledge receipt of the issue/complaint and will forward the complaint to the Co-Chairs who will identify a committee member to investigate.

What we will do

The identified NOPT committee member will work with you to investigate your concerns. The committee member will let you know the outcome of their investigation within 30 days. The outcome will also be shared with the NOPT Co-Chairs who will decide whether any learning can be discussed with the Committee Members.

If you are not happy with the outcome of the investigation, you can ask for your issue or complaint to be reviewed by a NOPT committee complaints panel. Please let us know by sending an email: within 30 days of receiving the outcome of the investigation. The NOPT committee complaints panel will comprise a Co-chair, a committee member and a NOPT member or independent person from a partner organisation or a person with experience of services. The panel will review the issues raised, the investigation and outcome to reach a final decision. The panel will aim to share their review findings with you within 30 days.

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