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Message from the MD
Thank you for choosing to visit our new website. I hope it will give you a real
insight into the way we provide care at Avens and the experiences of some of the
people who use our services.
Chris Andrews
[Read more]
Contact us
By Post: 3A Beacon Road, Crowborough, East Sussex, TN6 1AF
By Telephone: +44 (0)1892 669520
Visiting us? Get directions here
Complaints
Avens’ complaints procedure is embedded in the quality assurance processes, the staff handbook and training programmes.
Any statement of dissatisfaction from whatever quarter will be treated as a complaint.
There is a form that can be used to make a complaint which is a part of Avens’ quality policy.
Complaints can also be made verbally, by letter, e-mail or fax.
Any complaints will be passed to the appropriate supervisor or manager. A member of staff who fails to pass on a complaint will be disciplined.
The primary responsibility for resolving complaints rests with the manager of Avens who will endeavor to resolve minor problems quickly and informally.
Once the problem has been sorted out, the resolution will be recorded in the company’s database.
Any complaints, resolved or otherwise, become a part of Avens’ internal audit system and a review of complaints form part of the company’s annual review of its quality system.
Avens treats all complaints seriously and uses information gathered when a complaint has been made to help improve its service. In all cases, the manager will respond to the person who made the complaint within 28 days.
If you do not feel that your complaint has been resolved satisfactorily, please contact our head office at:
Avens Ltd
3a Beacon Road
Crowborough
East Sussex
TN6 1AF
Telephone: 01892 669520
Fax: 01892 660238
Email Rosemary
Or you can contact the Care Quality Commission (CQC) at:
Care Quality Commission National Correspondance
Citygate
Gallowgate
Newcastle Upon Tyne
NE1 4PA
Telephone: 03000 616161