Complaints Policy summary Aspens is committed to providing high-quality services and to constantly seekingways to improve that quality. Your comments, compliments, suggestions or complaints are always welcome andwe take pride in responding to them quickly, effectively and honestly. All comments, compliments, suggestions or complaints should be made to theManager. Complaints will be treated seriously and dealt with as soon as possible. Verbal complaints will be responded to immediately. All comments will be carefullyconsidered and responded to on an individual basis. Written complaints will be responded to by an acknowledgement letter within twodays. The service will then investigate the complaint and send the complainant aletter outlining the result within 28 days. If the matter is complex and cannot beresolved within 28 days, the complainant will be informed.Escalation Procedure If the complaint cannot satisfactorily be resolved by the Manager, the person makingcomplaint can seek to refer the matter to Aspens CEO. Contact details: CEO, Aspens CharitiesCornford LanePemburyKent TN2 4QU The Aspens CEO will follow the same timeline as above If the complaint cannot satisfactory be resolved within the care service, the personmaking the complaint may seek to refer the matter to the local authority adult socialcare complaints service, if the care is local authority-funded, or directly to the LocalGovernment Ombudsman if privately funded. People who take their complaint to thelocal authority but still do not get a satisfactory result might wish to go to the LocalGovernment Ombudsman. Contact details:Local Government Ombudsman, 10th floor, Millbank Tower, Millbank,London SW1P4QP Tel: 020 72174620 Fax: 020 72174621 Service users might also wish to communicate any concerns to the Care QualityCommission, though it will not investigate a complaint directly Contact details: Care Quality CommissionCitygateGallowgateNewcastle upon Tyne NE1 4PAEmail: [email protected]Tel: 03000 616 161 We view complaints as an opportunity to identify anything that is going wrong in ourorganisation and to make it right. You can help us by keeping a look-out for anyproblems and letting us know about them as soon as possible. Your comments andsuggestions for improvements are always welcome. Manage Cookie Preferences Chat with us, powered by LiveChat