Contact

If you have any questions about Astriid, please do get in touch using the following contact form.

Your enquiry will be passed on to the team, and we’ll get back to you as soon as possible.

Alternatively, contact us on +44 3337 729278 for any questions/queries and we will direct the right person to get in touch with you.

 

     

    We want to provide an efficient, high-quality service. We aim to be open, to answer for our actions and to provide information quickly and politely. We want to hear the views of the people we are in contact with about how we are doing so that we can make improvements and become more effective and accessible to everyone we work with.

    A complaint can be any written or spoken expression of dissatisfaction about Astriid and its services, whether made formally or informally after a clear explanation of the point at issue has been given. It can be done in person, by phone, in writing or by email. Our policy is to treat the complaint seriously and deal with it quickly, politely and informally, apologise when we have got things wrong and explain our position or any action we have taken.

    Our policy is to encourage people to contact us if they have not been happy with any aspect of our organisation, and want to make a complaint. We will ensure every person using our service knows how to do this at point of signing up. The following procedure has been set up to ensure that your complaint is properly heard. Anyone making a complaint has a right to get support from an independent advocate or friend at any point during this process.

     

    How to Make a Complaint

     

     

    Step One

    If you are unhappy with the service you have received (with an individual in our organisation, or with the organisation as a whole) the first stage will be for you to try to resolve the problem informally with your point of contact or if more appropriate a trustee of Astriid. We will acknowledge and respond to your complaint within 3 working days. We hope that most complaints can be resolved at this stage. If you would prefer not to speak to someone who was involved in the situation, then go straight to step two.

     

     

    Step Two

    If your complaint is not resolved through the above actions, the next step is to contact the Chair, detailing your complaint by letter marked private and confidential.

    You should receive confirmation of receipt of your complaint within 5 working days.

     

     

    Step Three

    Your complaint will be investigated by talking to you and other people involved in the situation and will follow this up with a written report, sending copies to you and Astriid Chair. The report will include any necessary explanations or steps that will be taken to ensure the problem does not recur.

    We will aim to send a report to you within 10 working days and will keep you informed of progress.

    We will keep records of complaints on Office 365 for up to 6 years.

    This is the final step in our Complaints Procedure.

     

    Contact Details: Operations Manager: Sonia Hutchison Sonia.hutchison@astriid.org +447977458417

    4 Boughton Church Cottages, South Street, Boughton-Under-Blean, Faversham, ME13 9NB