Complaints Procedure

Across all ASBAH's services and activities we aim to provide the highest possible quality of service to those individuals or organisations interacting in any way with the organisation.

However, we acknowledge that there may be occasions when things go wrong or you are dissatisfied with us and may wish to complain. We will take complaints seriously and learn from them in order that we can consistently improve the quality of our services and activities.

The following Complaints Procedure aims to provide a swift, effective and honest resolution to your complaint and to guide improvements for our future work.

How to make a complaint:

Stage1

Contact our Helpline with your complaint in one of the following ways:

• Write to the Helpline at: ASBAH House, 42 Park Road, Peterborough, PE1 2UQ
• Email the Helpline at: helpline@asbah.org
• Call the Helpline on: 0845 450 7755

The Helpline service will acknowledge receipt of your complaint in writing and will then be able to direct your complaint to the relevant Line Manager within 24 working hours.

Stage 2

The Line Manager responsible for responding to your complaint will investigate and attempt to resolve your complaint informally within 10 working days of receipt and will liaise with you or your representative directly.

Stage 3

If you and/or your representative remain unhappy with the resolution of your complaint please contact the Director of Human Resources and your complaint can be passed on to the appropriate member of ASBAH's Senior Management Team. The Senior Manager responding to your complaint will investigate formally and respond to you directly within 15 working days of receipt.
If stages 1 - 3 of the complaints procedure have not resolved your complaint satisfactorily you should request in writing that the original complaint and subsequent handling of your complaint be passed to the Chief Executive Officer for their consideration. The Chief Executive officer will respond to you directly as soon as possible and always within 20 working days.

We welcome your comments and your observations of how our complaints procedure could be improved in the future.

May 2009