Date of Policy: 1st October 2025

Written By: Kimberley Ashwin

Complaints and Feedback Policy

Purpose

Kimberley Ashwin Limited is committed to delivering high‑quality services. We value feedback and take complaints seriously, using them as opportunities to improve and maintain trust with clients, families, and partner organisations.

Scope

This policy applies to:

  • Individuals and families accessing services

  • Partner organisations and associates

  • Members of the public engaging with Kimberley Ashwin Limited

Principles

  • Respect and Fairness: All complaints are treated with dignity, impartiality, and confidentiality.

  • Accessibility: Complaints can be raised verbally, in writing, or via email.

  • Timeliness: We aim to acknowledge complaints promptly and resolve them within agreed timeframes.

  • Transparency: Outcomes and actions will be communicated clearly.

  • Learning: Complaints are reviewed to identify improvements in practice and service delivery.

How to Make a Complaint

Complaints can be submitted by:

  • Email: contact@kimberleyashwin.co.uk

  • Post: 68a London Road, St Albans, Hertfordshire, AL1 3NG

  • Phone: 07835387326

Please include:

  • Your name and contact details

  • Details of the complaint (what happened, when, and who was involved)

  • The outcome you are seeking

Process

  1. Acknowledgement

    • Complaints will be acknowledged within 5 working days.

  2. Investigation

    • A designated manager or associate will review the complaint, gather information, and may contact you for clarification.

  3. Response

    • A written response will be provided within 20 working days, outlining findings and any actions taken.

  4. Escalation

  • If you are not satisfied, you may request a review by the Director (Kimberley Ashwin).

  • Where relevant, complaints may be referred to external regulatory bodies (e.g., NMC, ICO).

Confidentiality

All complaints are handled in line with UK GDPR and Data Protection Act 2018. Information will only be shared with those directly involved in resolving the matter.

Monitoring and Review

Complaints are logged and reviewed regularly to ensure accountability and continuous improvement. This policy will be reviewed annually.