Complaints Procedure
Avalon Enterprise welcomes complaints as a means of addressing problems and as an opportunity to improve the quality of our service.
Service Users, employees and interested parties shall have access to a written complaints procedure which they can use in the event that they wish to challenge an aspect of the companies operation.
Process
- If an individual wishes to complain the complaint should be lodged with the key individual within 20 days of the issue arising.
- Our procedure encourages the early discussion and informal resolution of any problems between the individuals concerned. In any event, a written response is sent to the complainant within 7 days.
- All complaints are recorded in the Company’s complaints log.
- Any concerns/complaints that cannot be resolved informally will be discussed by a complainant’s panel within twenty working days of the key individual receiving the complaint.
- The complaints panel will:
- Consist of three members and will be objective and independent.
- Ensure that it has full accounts from all parties involved.
- Not include anyone involved in the original issue.
- The complainant will be notified of the outcome of the complaint panel within seven working days.
- Complaint documentation will be made readily available to service users, employees and interested parties.
Listed below are address and telephone numbers of relevant agencies
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The Care Quality Commission The Oast Hermitage Court Hermitage Lane Maidstone Kent. ME16 9NT Tel: 01622 724950 |
Kent Social Services St Peters House Dane Valley Road St Peters Broadstairs Kent. CT10 3JJ Tel: 01843 860000 |
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Supporting People Team Kent County Council Room 4.02 Sessions House County Hall Maidstone Kent. ME14 1XQ Tel: 01622 221179 |
ACAS London Helpline Millhill NW7 1AA Tel: 0845 7474747 |
This document and any investigations or recommendations made in accordance with it does not in any way affect your rights in law.
