AIM Complaints Process

(Information for Clients and Service Users)

At Autism in Mind (AIM), we are committed to providing a high‑quality service. If something goes wrong or you are unhappy with any part of our work, you have the right to tell us. We view complaints as an opportunity to learn and improve.

Below is our simple, step‑by‑step complaints process.

If you have a concern, we encourage you to speak with the staff member you normally work with, or another member of the team.
Many issues can be resolved quickly through an informal conversation.

If your concern cannot be resolved informally, or you prefer to make a formal complaint, you can do so in writing. 

Your complaint should include:

• What happened
• When it happened
• Who was involved
• Any evidence you want to provide
• What outcome you are seeking
• Your contact details

Formal complaints should be made within 28 days of the incident.

Please send your complaint to: contact@autisminmind.com

We will acknowledge your complaint in writing within 5 working days.

A Complaints Review Officer (CRO) will be appointed to investigate.

They may:

• Contact you for more information
• Speak with staff or witnesses
• Review any evidence you have provided

We aim to complete the investigation within 28 working days.
If we need more time, we will keep you updated.

When the investigation is complete, you will receive a written response including:

• A summary of what was reviewed
• What we found
• Any actions we will take
• An apology, if appropriate
• Information about how to appeal if you are not satisfied

If you are unhappy with the outcome, you can appeal in writing to our Managing Director, Letesia Smith, within 14 days.

You will receive a final written response within 28 working days.

All complaints are logged and reviewed by AIM leadership to help us improve our services and prevent issues from recurring.