We take all feedback, compliments, complaints and appeals very seriously and will work with you to resolve any issues promptly. We aim to handle all complaints and appeals fairly, efficiently and effectively. We evaluate all complaints and appeals against our own policies, procedures and operating standards, and take every opportunity to learn and improve.

Submission

Issues or concerns should be raised in writing and submitted on the forms linked below, there is an option to attach any supporting evidence.

Complaints Form
Appeal Form

Please include the following info:

• What happened
• How it impacted you and your organisation
• An indication of how you would like the issue to be resolved

Investigation

When we receive your submission, it will be recorded, and a ticket number will be allocated. We will then assign it to the most appropriate member of our staff to contact you. They may need further information or clarification for their investigation.

We take confidentiality very seriously and treat all complaints and appeals without prejudice. We ensure complaints and appeals are overseen by a person who is impartial to the service and/or conduct in question. They will also have the technical knowledge to fully investigate what has happened and the subsequent impact.

Response

Complaints and appeals will be resolved with a written response from AsureQuality that includes details of the investigation, root cause analysis, corrective actions and any preventative measures that may be put in place. Where it is not possible to respond fully within a reasonable amount of time, progress updates will be communicated to you.

What if the response I receive is not satisfactory?

Forward the response to complaints@asurequality.com with your commentary of what is not accepted. We will then escalate the case for peer review and get back to you with our findings.

Contacting us

If at any point you would like to speak with one of our team please contact us on 0508 00 11 22