• Aspens is committed to providing high-quality services and to constantly seeking
  ways to improve that quality.
• Your comments, compliments, suggestions or complaints are always welcome and
  we take pride in responding to them quickly, effectively and honestly.
• All comments, compliments, suggestions or complaints should be made to the
  Manager.
• Complaints will be treated seriously and dealt with as soon as possible.
• Verbal complaints will be responded to immediately. All comments will be carefully
  considered and responded to on an individual basis.
• Written complaints will be responded to by an acknowledgement letter within two
  days. The service will then investigate the complaint and send the complainant a
  letter outlining the result within 28 days. If the matter is complex and cannot be
  resolved within 28 days, the complainant will be informed.
  Escalation Procedure
• If the complaint cannot satisfactorily be resolved by the Manager, the person making
  complaint can seek to refer the matter to Aspens CEO.

Contact details:

CEO, Aspens Charities
Cornford Lane
Pembury
Kent TN2 4QU

• The Aspens CEO will follow the same timeline as above
• If the complaint cannot satisfactory be resolved within the care service, the person
  making the complaint may seek to refer the matter to the local authority adult social
  care complaints service, if the care is local authority-funded, or directly to the Local
  Government Ombudsman if privately funded. People who take their complaint to the
  local authority but still do not get a satisfactory result might wish to go to the Local
  Government 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 Quality
  Commission, though it will not investigate a complaint directly

Contact details:

Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne NE1 4PA
Email: [email protected]
Tel: 03000 616 161

• We view complaints as an opportunity to identify anything that is going wrong in our
  organisation and to make it right. You can help us by keeping a look-out for any
  problems and letting us know about them as soon as possible. Your comments and
  suggestions for improvements are always welcome.