Feedback & Compliments Welcome

At Asher Excellent Ltd, we warmly welcome compliments and feedback from clients, families, and healthcare professionals. If you’re pleased with our services and would like to share your experience, we’d love to hear from you. Simply reach out to us by calling 07549912072 or emailing info@asherexcellentcare.co.uk.

Complaints

We view complaints as important expressions of dissatisfaction that require our attention. Complaints can be made verbally, electronically, or in writing by any service user, their family, or advocates acting on their behalf, with consent or in their best interests.

At Asher Excellent Ltd, we take complaints seriously. Our goal is to resolve issues promptly while learning from them to prevent future occurrences. We are committed to complying with relevant legislation, national guidelines, regulations, and best practices in managing complaints and suggestions. Our approach to addressing complaints and feedback is systematic and thorough.

Concerns raised by staff will be managed through the grievance process if the complaint pertains to them individually or through the whistleblowing procedure for protected disclosures. We ensure that our complaints and compliments process is fair and transparent, free from discrimination based on:

— Age
— Gender identity (including transgender status)
— Marital or civil partnership status
— Pregnancy or maternity leave
— Disability
— Race (including color, nationality, ethnic or national origin)
— Religion or belief
— Sex
— Sexual orientation

We encourage complaints to be made freely, without fear of reprisals. All individuals will be treated with courtesy, respect, and compassion. The process for making a complaint and the feedback provided will be communicated in a way that aligns with the Accessible Information Standards, ensuring it is understandable for service users.

Information In Case of Complaint

• When a complaint is received:
• Asher Excellent Ltd will acknowledge the complaint in writing within three days.
• We will reach out via phone, or an in-person visit to discuss the best way forward and establish a timeline for addressing the complaint.
• Your views and experiences will be actively listened to and considered.
• If we cannot meet the agreed timeline, we will inform you of the reasons and keep you updated on progress.
• We will provide all necessary information related to the issues raised and offer a resolution when appropriate.

At Asher Excellent Ltd, we welcome all feedback from clients, families, and healthcare professionals. Your insights help us continually improve our services and care quality. For further guidance, please refer to the resource ‘My Expectations for Raising Concerns and Complaints’.

How to Lodge a Complaint

To lodge a complaint, please contact:
Asher Excellent Ltd
Head Office Address:
101 Lockhurst Lane
Coventry
West Midlands
CV6 5SF
Tel: 07549912072

Unsatisfied With Your Response?

If you feel unsatisfied with our response following a complaint, you can contact:

Care Quality Commission (CQC)
Citygate
Gallowgate
Newcastle Upon-Tyne
NE1 4PA
Website: [www.cqc.org.uk] (https://www.cqc.org.uk)
Email: enquiries@cqc.org.uk
Tel: 03000 616161

Your Local Authority

(Please report to your local authority for further support.)

Local Government and Social Care Ombudsman

(For additional advice and support regarding your complaint.)

Complaints & Compliments Form

We value your feedback at Asher Excellent Ltd. If you would like to share a compliment or raise a complaint, please complete the form below. A member of our team will get back to you as soon as possible, and we aim to respond to all submissions within 24 hours.