Complaints procedure
PCRA wants SOPMaker to be useful and trustworthy. If you are unhappy with the service, the quality of a generated pack, or how your data has been handled, please tell us — we treat complaints as a way to improve.
Last updated: 25 June 2026 · Provider: Primary Care Research Alliance (PCRA) · Contact: daphne@pcralliance.uk
1. What you can complain about
- The service itself (availability, errors, a pack that failed to generate).
- The quality or content of a generated SOP pack.
- How your organisation's or staff's data has been handled (a data-protection complaint).
- The conduct of anyone acting on PCRA's behalf in connection with the tool.
2. How to raise a complaint
Email daphne@pcralliance.uk with:
- a subject line starting "SOPMaker complaint";
- your name, organisation and a contact email;
- what happened, with the approximate date and time you used the tool and your organisation's access-code name;
- what you would like us to do.
If you would rather not email, ask your PCRA contact to pass the complaint to the data protection lead.
What we can investigate, honestly stated: the tool deletes your session data automatically within 24 hours, so for most complaints the session itself no longer exists by the time we receive them. What remains available: the generated pack you downloaded (please attach the relevant documents), the Build Manifest inside your pack's audit records (which records the generator version, the checks that ran and your organisation's access-code label), and — for up to ~30 days — our AI sub-processor's (Anthropic's) API logs, which we can ask to be checked under our agreement with them. We will always tell you which of these we used.
3. What happens next
| Stage | What we do | Timescale |
|---|---|---|
| Acknowledge | We confirm we have received your complaint and give it a reference. | Within 5 working days |
| Investigate | We look into what happened, involving the relevant people and our processors (Anthropic, Render) if needed. | — |
| Respond | We give you a written response — what we found, what we have done or will do, and any lessons learned. | Within 20 working days of acknowledgement; if longer, we tell you why and give a revised date. |
4. If your complaint is about your data
- We will treat it as a data-protection complaint and our Data Protection Officer will oversee the response.
- If your complaint is a data-subject request (for example, access to or erasure of data), we will handle it within one calendar month as required by UK GDPR, and tell you if we need to extend that for complex requests.
- Remember that SOPMaker automatically deletes your session data within 24 hours — if you want a specific session erased sooner, tell us promptly with the date and time.
5. If you are still not satisfied
- Ask us to escalate to PCRA's senior data protection lead at info@pcralliance.uk.
- For a data-protection complaint you also have the right to complain to the UK regulator, the Information Commissioner's Office (ICO):
- Website: ico.org.uk/make-a-complaint
- Helpline: 0303 123 1113
- We would appreciate the chance to put things right first, but you can approach the ICO at any time.
6. About the AI-generated content
SOPMaker produces AI-assisted draft SOPs that your organisation must review and approve before use (see the Terms of Use). A complaint that a draft contained an error will be taken seriously and used to improve the tool, but please remember that catching such errors before adoption is exactly what the required local review is for — the responsibility for an SOP you have signed into use rests with your organisation.