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Avalon
Tel: 01843 596652
Email: info@avalon-enterprise.co.uk

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, where possible, the complaint should be recorded on    a Complaints Form and handed to a senior member of staff.
  • The complaint will be forwarded to the Group Manager who will notify any appropriate agencies.
  • 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.
  • If a complainant does not feel that their complaint has been resolved to their satisfaction, they should forward details to the Director within 2 weeks who will respond within 7 working days of receipt.
  • If the complainant is still dissatisfied with the outcome, they may lodge a complaint with either the Care Quality Commission or Supporting People whose contact details can be found below or the relevant Care Management Team.

Listed below are address and telephone numbers of relevant agencies

The Care Quality Commission
Citygate
Gallowgate
Newcastle Upon Tyne
NE1 4PA
Tel: 03000 616161

Kent Social Services
County Hall
Maidstone
Kent
ME14 1XQ
Tel: 03000 414141

Supporting People Team
Kent County Council
3rd Floor
Invicta House
Maidstone
Kent
ME14 1XX
Tel: 03000 417162

This document and any investigations or recommendations made in accordance with it does not in any way affect your rights in law.


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Avalon Enterprise (UK) Ltd
97 South Eastern Road
Ramsgate
Kent
CT11 9QE

Company Registration No: 04242960