The Abbeyfield Society is committed to providing the highest possible quality of service however we understand that sometimes things go wrong and you may wish to make a complaint.
The Abbeyfield Society is committed to providing the highest possible quality of service however we understand that sometimes things go wrong and you may wish to make a complaint. If you would like to make a complaint about a service that you have received from The Abbeyfield Society, please read our complaints procedure handbook and let us know so that we can make any necessary changes and improve our services in the future.
If something goes wrong, your first course of action should be to raise the problem informally with the service manager or person concerned. They will often be able to put things right very quickly and simply.
However, if you do not feel comfortable doing this, you can make a more formal complaint, by taking the simple steps outlined below.
The central complaints process is administered through the Complaints Officer, who is ultimately responsible for all complaints received at the Society.
You can send your complaint or suggestion by email to email@example.com
The information you provide will be sent directly through to the Complaints Officer.
Alternatively you can send your complaint by post to:
The Abbeyfield Society
St Peter’s House
2 Bricket Road
Telephone: 01727 857536 Fax: 01727 734060
What to include in your complaint
You should state clearly and briefly:
What happens when you complain
When a complaint is received by the Complaints Officer it is first logged, and acknowledged by the Complaints Officer. The Complaints Officer will refer the complaint on to the relevant department who will investigate the complaint and respond within 20 working days.
It may be necessary for staff to contact you for further information during the course of the investigation, so please do remember to include full contact details with your complaint.
All complaints will be treated with an appropriate degree of confidentiality, and information will only be shared with staff as necessary to the investigation.
You have the right to expect:
A separate tailored process applies to Independent Living with Care houses that have been registered with ARCO.
Read our guide "Complaints and compliments: Independent Living with Care schemes where we are members of the ARCO Consumer Code" for more information.
Abbeyfield has complied with the government’s guidance on managing the risk of COVID-19 and is COVID-secure. Please click to find out more about our response to the pandemic.