Corrections and complaints
Controlled document: ACC-DOC-CORRECTIONS (decisions ACC-CORRECTION-001,
ACC-COMPLAINT-001)
Candidate version: 0.3
Live-service status: the direct mailbox, three purpose-specific forwarders
and external reply path passed on 2 August 2026. The live corrections,
security, privacy and change-log routes passed their public-link checks on
5 August 2026.
Telling us something is wrong
Medical information ages, services change, and mistakes happen. Reporting a problem is one of the most useful things a reader can do, and this page is a commitment that reports go somewhere real.
| Route | What it covers | Where it goes | Monitored by | Acknowledgement aim | If unavailable |
|---|---|---|---|---|---|
| Factual correction | Anything on a page that is wrong, outdated or unsafe | corrections@fndguide.co.uk | Project owner | Within 7 days | hello@fndguide.co.uk with “correction” in the subject |
| Directory problem | A listed service that is wrong, closed, moved or unsafe | Same route, with the listing ID | Project owner | Within 7 days | hello@fndguide.co.uk with the listing ID |
| Complaint | How the project itself behaves | Same route, marked as a complaint | Project owner | Within 7 days | hello@fndguide.co.uk with “complaint” in the subject |
Security vulnerabilities have their own protected route — see the security page. Please do not include personal medical details in any report; tell us about the content, not about your health. Reports need no account and no personal information; a reply address is optional.
What we ask for: the page or listing, what kind of problem it is, a short description, and optionally a supporting source. Phase 1 accepts no file attachments.
What happens to a report
| Priority | Meaning | Internal aim | Immediate serving action |
|---|---|---|---|
| Critical safety | Wording that could lead someone to unsafe action | Same day where humanly possible | The affected wording or listing is withheld first, investigated second |
| High | Materially wrong medical, rights or service information | Within 3 working days where possible | Correct, narrow or withdraw the exact wording |
| Standard | Outdated details, broken links, unclear wording | Within 14 days where possible | Correct in the next release |
| Editorial | Tone, typos, suggestions | At the next scheduled editorial review | Considered at the next review |
These are internal aims by one person, not public guarantees; they become promises only if experience proves they can be kept. Every accepted correction changes the exact recorded version of the affected content, and material corrections appear in the public change log. Where a correction touches clinically sensitive wording, it is queued for the periodic advisory clinical review, and that status is visible.
Privacy for this route
- Purpose and basis: handling your report (legitimate interests).
- Data: the report fields above; a reply address only if you give one.
- Access: the project owner only.
- Supplier: Fasthosts Mail Basic. The purpose-specific address forwards to
hello@fndguide.co.uk. Provider backup and processing details are described in the privacy notice to the extent currently verified. - Retention: closed reports are deleted within 12 months unless they must be kept longer for a live dispute or legal reason.
- Unexpected health information: deleted, not stored or acted on. It is removed from the active mailbox as soon as it is recognised; any provider-backup limits will be disclosed in the privacy notice.
- Your rights and complaints about data: see the privacy notice; you can also complain to the ICO.
Rehearsal record
- External delivery and reply test: passed on 2 August 2026 for the direct mailbox and all purpose-specific forwarders.
- Broken-link report rehearsal: synthetic workflow passed; email transport passed; the exact public-page link passed after launch.
- Wrong service-access detail rehearsal: synthetic workflow passed; email transport passed; the exact public-page link passed after launch.
- Potentially unsafe medical wording rehearsal: urgent-withdrawal synthetic workflow passed; live serving action not yet exercised.
- Complaint and escalation rehearsal: internal path defined and email transport passed; response-time performance has not yet been measured.
- Purpose-specific route fallback: use the directly tested
hello@fndguide.co.ukmailbox with a clear subject line. - Ledger, advisory re-review and owner-release connection: exercised in the project's synthetic workflow tests; live rehearsal remains outstanding.
Review record
- Corrections owner: project owner / 5 August 2026, controlled successor version 0.3.
- Editorial, clinical-safety and data-protection advice: not obtained.
- Owner exact-version decision: approved for the controlled successor transaction. A real urgent withdrawal has not been needed or exercised; that limitation remains disclosed above.
- Exact owner-approved file SHA-256: none; this is not an approved version.