AIM Complaints Policy

Introduction 

The purpose of this complaints policy is to provide a clear and accessible process for individuals who wish to make a complaint about the services provided by our organisation. We recognise that complaints can provide valuable feedback, and we are committed to addressing complaints in a timely and effective manner. 

Scope

This policy applies to all individuals who have used our organisations services, as well as their families, advocates, and representatives. 

Process

1. Informal complaint: we encourage individuals to address any concerns informally with the member of staff with which they have been working or another member of the staff team as soon as possible. This can resolve the issue quickly and to the satisfaction of all parties. 

2. Formal complaint: if an informal resolution is not possible or the individual is not satisfied with the resolution, they may submit a formal complaint in writing to the organisation. The complaint should include the following information: 

• Details of the complaint, including the nature of the concern and the date(s) on which it occurred
• The name(s) of the person(s) involved
• Any supporting evidence, such as documents or witness statements
• The desired outcome or resolution
• Contact details for the complainant

The complaint should be submitted within 28 days of the incident(s) in question. 

3. Complaints review: upon receipt of a formal complaint, the organisation will appoint a complaints review officer (CRO) who will acknowledge the complaint in writing within five working days. The CRO will review the complaint and may request further information from the complainant, the staff member(s) involved, and any relevant witnesses. 

The CRO will investigate the complaint thoroughly and aim to resolve it within 28 working days. If it is not possible to resolve the complaint within this time frame, the CRO will provide a written update to the complainant and inform them of the anticipated timescale for resolution. 

4. Outcome: once the investigation is complete, the CRO will provide a written response to the complainant. This will include: 

• A summary of the investigation
• Any findings or conclusions
• Any remedial action to be taken
• An apology, if appropriate 
• Details of the complainant right to appeal

5. Appeals: if the complainant is not satisfied with the outcome, they may appeal in writing to the organisations Managing Director (Letesia Smith) within 14 days. The Managing Director will review the complaint and provide a written response within 28 working days. 

6.Recording and monitoring: all complaints will be recorded and monitored by the organisation to ensure that appropriate action is taken to prevent similar incidents from occurring in future.

Conclusion 

AIM is committed to providing high-quality services to autistic adults and their families. We value feedback and take all complaints seriously. We will use feedback from complaints to continually improve our services and processes.