Complaints policy

Policy statement: 

Receiving feedback and responding to complaints is an important part of improving the service that we provide to our customers.

Scope:

A complaint can be made by any individual with whom we work.

Definitions:

A complaint is an expression of dissatisfaction about the standards of service actions or lack of action, by Autism Support Consultancy (ASC) and its staff. It is a criticism that expects a reply and would like things to be changed.  Complaints could include the following (which is not exhaustive):

1. Concern regarding the standard of seminar delivery.

2. Concern relating to the quality of the seminar/course material.

3. Concern regarding the behaviour of one of our consultants or associated staff.

A complaint is not:

1. A general enquiry about the training that ASC offers.

2. A request for information.

The complaints procedures do not apply to systems that are subject to any regulatory body or official authorities in the UK.   Any associated issues will be dealt with by the relevant regulatory body.

Procedures for making a complaint:

At ASC we would hope that most complaints and concerns can be dealt with and resolved informally by our staff.  However, we do recognise that not all issues can be resolved this way. There are occasions when a formal complaints mechanism is required in order for an individual to make their complaint a matter of record, requiring a formal response.

How to make a complaint:

All formal complaints should be made in writing or email either directly from the individual or organisation concerned, or via someone acting on their behalf.  See below for details regarding whom to address a complaint.

Who can make a complaint?

A complaint can be made by:

1. Any individual or community with whom we work.

2. Any member of the public.

Who is not covered by this policy?

Complaints by staff are governed by ASC’s procedures for dealing with problems in the workplace.  Complaints relating to incidents such as malpractice or safeguarding concerns will be dealt with through the relevant policy and procedures.

How to make a complaint:

In order to make a complaint please email admin@autismsupportconsultancy.com.  Please allow 48 hours for a response.  The member of staff to contact is either Lyd