Raise concerns early.
Respond proportionately.

When submitting a complaint, please identify the service or matter concerned, the main facts, supporting materials and the issue you wish to resolve. Please include any existing application or case reference. Complaint materials should be shared with relevant personnel according to the needs of the process and managed in accordance with applicable confidentiality and information protection requirements.

A complaint can be raised by email or another accessible communication route; no special wording is required. A request for missing information does not prevent USG from recording receipt or acknowledging a recognisable complaint. Do not send passwords, government identity documents or excessive sensitive information through ordinary email. A protected route will be arranged if supporting documents require one.

USG Complaints receives and coordinates formal complaints and requests for review centrally. It records receipt, links any existing application or case reference and allocates an appropriate responsible person. The relevant service department supplies records and explanations; Privacy leads the assessment of personal-data issues, while Support coordinates urgent technical containment with the responsible technical staff.

Reports are assessed for urgency, safety, confidentiality, privacy, security, service and jurisdiction. USG aims to acknowledge complaints promptly. A data protection complaint will be acknowledged within 30 calendar days of receipt, investigated without undue delay and followed by appropriate progress information and a communicated outcome. The 30-day period is an acknowledgement limit, not a waiting period before investigation.

Legal and contractual deadlines, including rights requests and breach notification, are tracked separately and take precedence where applicable. Critical safety or security information is escalated promptly even where further identity or authority checks are required before disclosing case details.

Once a complaint is registered, a responsible person should be designated to examine the relevant records and obtain any necessary explanations. The person complained about may provide facts and explanations, but should not lead the investigation into their own conduct or determine its outcome. The written response should explain the main findings, reasons and any applicable correction, remedy or follow-up measures.

The responsible person must preserve relevant records, identify applicable terms and manage actual, potential or reasonably perceived conflicts. A department-head conflict is referred to company management; a management or director conflict requires an uninvolved person with appropriate authority, with external professional support where suitable internal arrangements cannot be made.

Commercial relationships, referrals, payments or donations must not influence complaint handling. Where an investigation cannot be concluded promptly, the complainant will receive a progress explanation and an updated indication of next steps. See Conflicts of Interest.

A centre remains responsible for its local entity, personnel, premises and authorised delivery. It must record and promptly escalate material complaints, safeguarding concerns, suspected misconduct, data incidents and activity outside scope. USG may review appointment status, require corrective action or suspend public listing while a serious matter is assessed.

Incidents are handled through containment, preservation of evidence, assessment of affected information and people, legal and contractual notification, recovery and corrective action. Support coordinates technical handling; Privacy assesses personal-data risks and notification requirements; Operations Management coordinates responsibility and service continuity.

Where a personal data breach is reportable to the ICO, notification must be made without undue delay and, where feasible, within 72 hours of awareness. Affected people must be informed without undue delay where the applicable high-risk threshold is met. Where USG acts as processor, it must notify the controller without undue delay. Investigation or an ordinary complaint-response target must not delay a required notification.

Information is shared only with those who need it. Raising a good-faith concern must not result in retaliation or other adverse treatment.

If you consider that the response omits important facts, involves procedural problems or conflicts of interest, or provides insufficient reasons, you may request a review through the same email address. The review should be undertaken by an appropriate person who was not involved in the original decision and has no conflict of interest in the matter. Where a suitable internal reviewer cannot be appointed, an external professional review may be arranged, with its scope and arrangements explained to the applicant.

Complaints and reviews concern services, conduct and decisions within USG’s responsibilities. Where a matter concerns the terms of a mediated settlement, another organisation’s decision or a dispute procedure agreed in a contract, USG should explain the limits of its authority and the applicable next steps. Submitting a complaint or requesting a review should not be a reason for treating the complainant adversely.

This internal process does not remove a right to contact a regulator, professional body, court, law-enforcement authority or the Information Commissioner’s Office. A complaint does not by itself pause contractual, court or other legal time limits. See Complaints and Review for the governance statement.

Formal complaints may be emailed to complaints@universalsustainablegrowth.org. For support or security incidents, email support@universalsustainablegrowth.org. Privacy concerns may be sent to privacy@universalsustainablegrowth.org.

Website operator and controller: Universal Sustainable Growth Organisation Ltd., a private limited company registered in England and Wales under company number 17056207. Registered office: Suite 10 Capital House, 61 Amhurst Road, London, United Kingdom, E8 1LL. UK data protection registration: ZC248862 (view the ICO registration certificate). Privacy enquiries may be emailed to privacy@universalsustainablegrowth.org or sent to the registered office.

USG Growth, DRP, USG Academy, USG Commons and USG Partnerships remain responsible for addressing matters within their activities. Central coordination by USG Complaints does not transfer an independent professional’s or organisation’s own legal obligations to USG, nor remove USG’s responsibility for its own decisions and services.

Operations and administrative responsibility: office@universalsustainablegrowth.org. Conflict-of-interest concerns: compliance@universalsustainablegrowth.org. Formal complaints and review: complaints@universalsustainablegrowth.org.