This policy explains how you, the service users, can raise a complaint with A for Advocacy about our services, and how your complaint will be dealt with.
A for Advocacy always aims to provide the highest quality service and service user care. We also recognise that we may not always get things right and therefore it is important that you can raise any issues or complaints with us.
How to make a complaint
Please include the following in your complaint:
· Your name and contact details
· The nature of your complaint
o what happened
o when it happened
o who was involved
o why the service was not satisfactory
o and the resolution you seek
Complaint process
A for Advocacy will acknowledge your complaint within 5 working days.
The Director (or the Company Secretary if the complaint involves the Director) will then conduct a thorough investigation into your complaint. We may contact you for more details during the investigation.
Once we acknowledge your complaint, a full response will ordinarily be provided within 10 working days. If the investigation may take longer, you will be contacted and provided with a revised timeframe (no more than a further 10 working days).
If your complaint is upheld, A for Advocacy will be guided by the resolution you seek as to the most appropriate way to resolve the matter. However, the solution offered will be decided by A for Advocacy after liaison with you.
Further options
A for Advocacy hopes that we will be able to help in resolving your complaint. However, if you are not happy with the outcome, you may wish to raise a formal complaint externally.
A for Advocacy is a non-profit organisation providing advice and support with homelessness applications. A for Advocacy trades under UNDER COVER HOUSING LTD no. 12591684, a company limited by guarantee. UNDER COVER HOUSING LTD is regulated by Companies House. https://www.gov.uk/complain-company(governance) or https://www.gov.uk/consumer-protection-rights(poor service)
You can find more help here:
We would hope that complaints can be resolved at the earliest opportunity. If the complaint cannot be resolved internally and the above methods do not conclude the matter satisfactorily, you may wish to obtain legal advice and/or explore other legal remedies which may be available to you.