Deal with Complaints Quickly and Fairly

/ All Saints Living / Doc. ASL01
Complaints Procedure / Revision 1
Context / Page 1 of 3
0.1 / Dealing With Complaints and our Aims / Page
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0.2 / How to Make a Complaint / Page
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0.3 / Complaint Logged/Acknowledged / Page
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0.4 / Complaint Investigated / Page
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0.5 / Response / Page
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0.6 / Complaint Review / Page
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/ All Saints Living / Doc. ASL01
Complaints Procedure / Revision 1
Context / Page 2 of 3
0.1 / We are committed to putting our clients first and providing quality customer service. This includes dealing with any complaint you may have. We will:

Deal with complaints quickly and fairly
Tell you what is happening with your complaint and do everything we can to help
Explain our outcome
Use complaints to review and improve the way we provide services.

0.2 / Complaints can be submitted by phone, by letter or email as follows:

Call 0191 2114130and ask for “complaints” from 8.30am to 5pm
Write to:

The High Street Group of Companies
2nd Floor Cuthbert House
All Saints Business Centre
Newcastle upon Tyne
NE1 2ET

Email :

When you contact us, please give us your name and addressincluding your postcodeand your contact telephone number.
If your complaint is about a member of staff please give full details of what the member of staff said or did that you feel was wrong.
A complaint is when you tell us you are not happy. For example, if:

We do not deliver a service on time
We give the wrong information
You receive poor-quality service.

0.3 / We will respond to you within 48 hours to acknowledge your complaint. We will give you a reference number and the name of the complaints team member who will investigate your complaint. This information will make it easier for you to contact the person dealing with your complaint if necessary.
/ All Saints Living / Doc. ASL01
Complaints Procedure / Revision 1
Context / Page 3 of 3
0.4 / Your dedicated complaints team member will:

Investigate your complaint
Take any necessary action
Ensure you receive a full response within 10 working days.

If your complaint requires further investigation and we cannot send a full response we will contact you and let you know when you will receive a written reply.
0.5 / Full details of the investigation and outcome of the complaint will be sent to the complainant in writing.
0.6 / If you have been through our complaints procedure and you are still not happy with the result of the investigation you can request the complaints team to review your complaint and escalate this further. You will then receive details as follows:

Who your complaint has been passed to
Approximately how long this will take to review
When you will receive a final written response.

Page | 1Date 03/2017 Version 0.1