Addressing alcohol and drug-related issues: Reducing harm and supporting positive change.


Addressing alcohol and drug-related issues: Reducing harm and supporting positive change.


Making a Complaint About ASCERT Services

We want to give you the best quality service possible if you use our services. To provide the best possible service we need to know when things go wrong, or if we are not meeting your needs. If you are not satisfied with the service you have received from us, we want to hear from you. Your complaint will be taken seriously and will be treated in confidence.


Who Can Complain?

Anyone who uses ASCERT services can make a complaint. You can also complain on someone else’s behalf, although you will generally need their consent.


How to Make a Complaint?

You can complain in the way that best suits you. This can be face to face, on the telephone, in a letter or by email. You should try to provide details of:

  • how to contact you
  • who or what you are complaining about
  • where and when the event that caused your complaint happened
  • if possible, what you would like to be done to address your complaint


You should try to complain as soon as possible, usually within six months of you becoming aware that you have a cause for complaint and normally no longer than 12 months after the event.


Who to Complain To?

You can initially speak to a member of staff from the relevant department or service your complaint relates to and they will try to resolve it.


Alternatively you can ask to speak to the complaints administrator and they will take the details of your complaint.


If your complaint relates to services provided by one of ASCERT’s partnership organisations you can also contact them directly or we will forward your complaint to them.


What Will Happen Next?

Your complaint will be acknowledged within 4 working days of receipt. You should receive a full response to your complaint within 20 working days.


Some complaints take longer to resolve than others. You should be told if this is the case and be given an explanation.


What To Do If You’re Still Not Happy?

If you are not happy with the response to your complaint, you can write to the ASCERT Complaints Manager, who will then ensure your complaint is investigated again and you will receive a full response within 10 working days.


Where To Find Out More?

All complaints at ASCERT are dealt with by contacting:

Complaints Administrator
23 Bridge Street
BT28 1XZ

Telephone: 02892 604422


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