A2ndVoice CIC Complaints Procedure

 

At A2ndVoice CIC, we are committed to providing high-quality support, activities, and services to autistic children, young people, adults, and their families. We welcome feedback and take all complaints seriously as an opportunity to improve our services.

 

How to Make a Complaint

If you are dissatisfied with any aspect of our service, please let us know as soon as possible.

 Step 1 – Informal Resolution

We encourage you to raise your concern with a member of our team in the first instance. Many concerns can often be resolved quickly through discussion.

Step 2 – Formal Complaint

If your concern has not been resolved, you may submit a formal complaint in writing.

 

Email: [email protected]

Please include:
• Your name and contact details
• Details of your complaint
• Date(s) of the incident or concern
• Any supporting information
• The outcome you are seeking

 

What Happens Next?

• We will acknowledge your complaint within 5 working days.
• We will investigate the matter fairly and confidentially.
• We aim to provide a written response within 20 working days.
• If more time is required, we will keep you informed of progress.

Appeals

If you are not satisfied with the outcome, you may request a review by the Directors of A2ndVoice CIC within 10 working days of receiving our response.

 

Confidentiality

All complaints will be handled sensitively and confidentially. Information will only be shared with those involved in investigating and resolving the complaint.

 

Learning and Improvement

We value feedback and use complaints, compliments, comments, and suggestions to improve our services and better support autistic individuals and their families.

 

Contact Us

A2ndVoice CIC

Complaints Email: [email protected]

General Enquiries: [email protected]