Introduction

​

We always aim to provide a high standard of care in all our services.

Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know. 

 

Making a suggestion

​

Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion. 

​

First you should speak to Alison or Andy directly or if you'd feel more comfortable contact: sales@aahottubs.co.uk.

​

Making a complaint

​

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

​

AA Hot Tubs assures customers and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

​

Who can complain

​

Anyone affected by the way AA Hot Tubs provides services can make a complaint.

 

A representative may complain for the affected person if they:

 

have died

cannot make a complaint themselves, or

have given consent for the representative to act on their behalf

​

How you can make a complaint

​

You can complain:

in person

by telephone

through a member of our staff

through an advocate or representative 

where someone complains orally we will make a written record and provide a copy of it within 3 working days

by letter

by email

​

For our contact information please click here.

 

 

Anonymous complaints

​

We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.

 

 

Responsibility

​

The directors Alison and Andrew Martin have overall responsibility for dealing with all complaints made about their service.

 

We will provide as far as is reasonably practical:

any help you need to understand the complaints procedure; or

advice on where you may get that help.

 

 

How we handle complaints

​

Alison or Andrew may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

 

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.

 

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.

 

When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:

details of the findings;

any action we have taken; and

our proposals to resolve your complaint.  

 

 

Time limits

​

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

​

Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Local Government and Social Care Ombudsman (LGSCO) and ask for it to be reviewed. The LGSCO provides a free independent service.

 

You can contact the Ombudsman at:

 

Tel: 0300 061 0614

Website: www.lgo.org.uk

 

NB: The LGSCO will not normally investigate a complaint until the provider has had an opportunity to respond and resolve matters. 

​

 

*We can provide this policy in other languages or in other formats on request