We expect the service you receive from Aberlour to be excellent.
If it is, you might want to send a message of appreciation to a team or staff member.
You might also want to make a suggestion about how a service (or the way it conducts itself) could be improved. We welcome these views as it allows us to learn, improve and maintain our reputation as a leading child care charity.
On the other hand, you may not be happy with the service. There may be something you have been unable to resolve directly with our staff. We would encourage you to bring any complaints or issues to our attention as soon as possible so that we can work towards resolving your problem and make and necessary improvements.
We will:
- seek your views and listen to them
- treat you with fairness and respect
- make sure that you receive a response within a reasonable timescale
- store your details and information safely so that, if necessary, they remain confidential
- make reasonable changes to a service or aspect of our work as a result of your comments
How to make a comment, complaint or compliment
ONE
Firstly, speak with a member of staff or local manager who will do what they can to resolve the issue. Alternatively, complete the form below. You should expect a response within 3 working days.
TWO
If you were not happy with the response your receive or there are reasons why you don't want to discuss your comments, complaints or compliments with local managers, there are several ways in which you can get in touch with Aberlour's Head of Standards and Safeguarding.
Complete the form attached on the right hand side and send it to us at the freepost address or fill out the electronic form below. (If you need to write more than the space on the form permits, want to enclose additional material or just wish the contents to remain confidential, please place the form and any other information in an envelope. You can still use the freepost address by writing it onto your envelope.)
You can also complete the form below or contact us on 01786 450335.
Aberlour's Head of Standards and Safeguarding will arrange for any issues to be investigated and will make sure you get a response within 28 days.
THREE
In the exceptional circumstance that you are not satisfied with our response, you have the right to ask that the issue be investigated by a member of our Board of Governors. Please click here for a list of our current Board members.
A full copy of our complaints policy and procedures is available on request. Aberlour has a strict policy of confidentiality and we aim to take good care of any information we have about you. We will only retain information for the purposes for which you have provided it.
Complaints Form