Compliments and complaints

Compliments and complaints

At Ambitious about Autism we try to do our best in our work, and to help us to get better at what we do we want to hear from the people our work affects most.

We always love to hear about the positive impact our work is having for autistic children and young people and their families and carers. Please do get in touch if you would like to share any compliments or feedback, it helps us understand what we are doing well so we can continue to grow and develop our work in the best ways possible.

We also want people to tell us if they are concerned about something relating to our work, if something has gone wrong, or if they are unhappy about how we have dealt with a situation. This is another important way to help us improve our work.

We keep records of complaints and their outcomes and we are committed to putting safeguards in place to stop any mistakes happening again.

You can feedback to Ambitious about Autism in a number of ways:

  • In person at one of our education settings
  • By email to the organisation’s complaints email address: feedback@ambitiousaboutautism.org.uk  
  • Using our webform
  • By phone via our complaints line:  020 8078 0846 (unless your complaint is regarding one of our schools or colleges, in which case please contact them directly in the first instance)
  • By letter to the Head of Governance and Compliance, Ambitious about Autism, Woodside Avenue, Muswell Hill, London, N10 3JA.


What to include?

  • Your name and contact details
  • As much detail as you have about the complaint, such as when the event happened and who was involved, so we can resolve the issue as soon as possible.


Making a complaint

We commit to treating all concerns and complaints seriously and confidentially. We will keep you informed of what is happening with your complaint during the process. If you need any reasonable adjustments to ensure you can access all elements of the process then please do speak to us. If there are meetings you need to attend you are welcome to bring someone to support you.
 

What happens when you make a complaint?

We will always try to resolve concerns informally by having conversations with you and other relevant people involved, and most of the time this is usually enough for us to agree a resolution. Once we’ve had these conversations we will write to you to let you know what we found out and make sure you’re happy with that conclusion. 

Sometimes situations are more complex and we need more time to resolve the issue. In these circumstances we have a formal process we carefully follow to make sure the complaint is handled fairly. 

You can read the Compliments and complaints policy in full, which gives more detail on all aspects of the process.

An easy-read version of the policy is also available.

For more information about the process, please contact feedback@ambitiousaboutautism.org.uk.