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How are Complaints Handled?
How are Complaints Handled?

Learn how to make and escalate complaints with Augmentive, ensuring fair resolution and support.

Kit Norman avatar
Written by Kit Norman
Updated over 2 weeks ago

At Augmentive, we are committed to providing the highest standard of care. If you are dissatisfied with any aspect of our service, we encourage you to raise a complaint so that we can address your concerns and improve our services.

This process applies to Augmentive Clinicians. For complaints regarding Independent Specialists, please contact them directly. Our team is available to support you throughout this process.

How to Make a Complaint

You can make a complaint through any of the following methods:

  • Email: info@augmentive.io

  • Phone: 020 3004 0515

  • If you would prefer to speak to someone in person, please contact us via Intercom to arrange a meeting.

Our Complaints Process

We take all complaints seriously and aim to resolve them in a prompt and fair manner. Here's what you can expect when you make a complaint:

1. Acknowledgement

We will acknowledge your complaint within 30 working days.

2. Investigation

We will thoroughly investigate your complaint. We may contact you to gather more information as part of the process.

3. Resolution

Once the investigation is complete, we will provide a response, including any actions taken or improvements made.

4. Final Outcome

If you are satisfied with the resolution, your complaint will be closed. If you are not satisfied, you can escalate the complaint (see below).

Escalating Your Complaint

If you are not satisfied with the response or how your complaint has been handled, you can escalate your complaint to the following organisations:

  • ISCAS (Independent Sector Complaints Adjudication Service): For complaints that remain unresolved, ISCAS offers an independent review. More information is available at ISCAS's website.

  • Care Quality Commission (CQC): If you feel your complaint has not been addressed appropriately, you can contact the CQC. Please visit their website to make a complaint.

Confidentiality and Privacy

We treat all complaints with the utmost confidentiality. Your personal information and the details of your complaint will not be shared without your consent, unless required to investigate your complaint.

Support Available

We understand that making a complaint can be a difficult process. If you need any support during this time, we can help you connect with an advocate or support service. Please get in touch with us for more information.

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