Complaints about our services

Complaints Procedure

 

Access 2 Children Complaints Procedure

At Access 2 Children, we strive to provide a high-quality and efficient service. We are proud of the work we do to a high standard and are committed to resolving any disputes fairly and promptly. If you have any concerns or disagreements, please follow the steps below to ensure your concerns are addressed appropriately.

1. Initial Concerns

If you are not satisfied with the service provided, we encourage you to raise your concerns at the earliest opportunity. You should contact the individual assigned to your case directly. They may suggest a telephone call or meeting to discuss and resolve the matter informally.

2. Formal Complaints Process

If your concerns are not resolved to your satisfaction through initial discussions, you may submit a formal complaint. Please follow the steps below:

2.1 Submitting a Complaint

All formal complaints must be submitted in writing. You can contact us using the following details:

To assist us in addressing your complaint efficiently, please include the following information:

  • Your name, contact details, and preferred method of communication
  • Any reference numbers related to your case
  • A detailed description of your concerns
  • How you would like us to resolve the issue

2.2 Complaint Acknowledgment and Resolution Timeline

Upon receiving your complaint, we will:

  1. Acknowledge receipt of your complaint within 5 working days.
  2. Investigate your concerns thoroughly.
  3. Respond with our findings and proposed resolution within 28 days of receiving your written complaint.

3. Escalation Process

If you are dissatisfied with our response to your formal complaint, you may request a review by our senior management. Details on how to escalate your complaint will be provided in our response.

4. Additional Information

4.1 Time Limits for Complaints

It is your responsibility to raise concerns in a timely manner. Failure to address issues as they arise may be considered an acknowledgment of satisfaction with the service provided. As a result, complaints raised at a later stage may not be upheld.

4.2 Terms of Business (23.1)

By continuing to provide instructions, you acknowledge and agree to abide by our Terms & Conditions and confirm that you are happy to proceed with a clear understanding of the terms. This includes:

  • Complaints must be submitted in writing to complaints@access2children.org.
  • Our commitment to resolving disputes fairly and promptly.
  • Your agreement to raise concerns promptly to allow for timely resolution.

5. Alternative Dispute Resolution (ADR)

If we are unable to resolve your complaint, alternative complaints resolution services or mediation providers exist to handle disputes. Both you and Access 2 Children must agree to use these services for them to proceed..

Thank you for your understanding and cooperation in following this process. We are committed to addressing your concerns fairly and efficiently.