Absolute Specialist Wellbeing (ASW) Complaints Policy and Procedure
Version number 02
Creation date April 2019
Created by Clare Walters
Date of last review 30.9.23
Reviewed by Anne Dowle
Date of next review Sept 2025
1 Our Aim
ASW is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.
Therefore we aim to ensure that:
Our aims are to:
We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
Except in exceptional circumstances/legal requirements, every attempt will be made to ensure that both the complainant and ASW maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.
7. Complaints Procedure:
Written records must be made by ASW at each stage of the procedure.