Complaints Policy
Complaints Policy:
Our Approach to Handling Complaints
At Aarav Supported Living, we view complaints as a valuable opportunity for growth and improvement. We are committed to learning from feedback and ensuring that any issues raised are addressed promptly and effectively. We believe that addressing concerns is key to improving our services and strengthening our relationships with those we support.
Our Commitment to a Fair and Transparent Complaints Process
Our complaints policy is designed to be accessible, fair, and efficient. We strive to ensure that everyone who has a concern feels comfortable coming forward and confident that their complaint will be handled with the utmost professionalism.
Our policy objectives are as follows:
- To provide a clear, straightforward complaints procedure that is easy to use.
- To publicize our complaints procedure, ensuring that everyone knows how to contact us with concerns.
- To ensure that all Aarav Supported Living staff are equipped to respond appropriately if a complaint is received.
- To investigate complaints impartially and promptly.
- To aim for resolution wherever possible, restoring relationships and addressing any underlying issues.
- To collect feedback that will help us continuously improve our services.
Your Feedback Matters to Us
We welcome all feedback, including compliments, suggestions, and complaints. Your input helps us understand where we’re succeeding and where we may need to make changes. If you would like to share feedback, you can do so through the following methods:
- Speaking directly with one of our team members.
- Sending us your feedback in writing, either by letter or email.
- Recording your feedback in the compliments book at our residential support settings.
- Placing a note in the suggestion box at our residential support settings (where available).
- Using the form on our contact page on the website.
Raising Concerns and Making a Complaint
We understand that we may not always get everything right the first time. If something goes wrong, we want the people we support, their families, and friends to feel confident in raising their concerns.
If you have a concern, we encourage you to discuss it informally with local staff or a manager. Often, issues can be resolved quickly this way. However, if you would prefer not to raise your concern informally or if the issue remains unresolved, you are welcome to make a formal complaint.
How to Make a Formal Complaint
To make a formal complaint, please visit our contact page where you can fill out our form. Alternatively, you can email complaints@aaravsupportedliving.com. You can also speak to a member of staff who will take down your complaint and forward it to the Complaints Team.
Formal complaints will be managed with a thorough investigation process to ensure that all aspects of the complaint are addressed fairly.
What You Can Expect When Making a Complaint
When you make a complaint, you can expect the following from Aarav Supported Living :
- A Proper Investigation: Your complaint will be thoroughly investigated to understand the full context and ensure a fair response.
- Timely Resolution: We aim to address all complaints promptly and will keep you informed if there are any changes to the timeline.
- Ongoing Updates: You will be updated regularly on the progress of your complaint.
- Outcome Notification: We will inform you of the outcome of your complaint and any actions taken as a result.
- Implementation of Lessons Learned: If appropriate, we will implement changes based on your feedback to prevent similar issues in the future.
For a more detailed understanding of our complaints process, including the steps involved in both informal and formal complaint procedures, please refer to the documents provided below: