Compliments, concerns and complaints

How to reach us

Email hello@orvia.org.uk, telephone 0330 043 3703, or write to ORVIA Oversight Ltd, 3rd Floor, 86–90 Paul Street, London EC2A 4NE. Put Compliment, Concern or Complaint in the subject line so it reaches the right person first time.

We removed the web form from this page on 31 August 2026. It was not delivering submissions, and an email route we can prove works is better than a form that quietly fails.

Which route is right

• Compliment — something ORVIA did well that you want us to know or share.
• Concern — something that does not feel right but has not become a formal complaint. We treat concerns as early evidence.
• Complaint — a formal complaint that we have got something wrong. This starts a written review with named timescales.

What to send

Tell us what happened, when, who was involved, and what you would like us to put right. Please do not send confidential evidence or case material unless we ask for it, and never send it to a public address before we have agreed a secure route with you.

What happens next

• We acknowledge within two working days.
• A named person who was not involved in the matter reviews it.
• We give a written response within twenty working days, or tell you why we need longer and when to expect it.
• If you remain dissatisfied you can ask for the response to be reviewed by the Director.

If anyone is at immediate risk

Do not use this page. Call 999 if there is immediate danger, or contact the relevant local authority safeguarding team or the police on 101. ORVIA is not an emergency service, not a regulator and holds no statutory power.

Data protection

What you send is handled as set out in our Privacy Notice. If your complaint concerns how we handled personal data and you are not satisfied with our response, you can complain to the Information Commissioner's Office at ico.org.uk.