What is this policy about?

This policy explains how you can tell us if you are unhappy with our services. We want to make things better for you. We follow rules from the Care Quality Commission (CQC) to make sure we listen to your complaints and fix any problems.

  • Who we are: Assessment UK helps people with ADHD, Autism, and mental health needs through online appointments.
  • Why this matters: We want you to feel safe and happy with our care. If something is wrong, we will listen and try to help.

Who can make a complaint?

  • You, if you use our services (children, adults, or families).
  • Someone helping you, like a parent, carer, or friend.
  • Anyone who has something to say about our work.

What can you complain about?

You can tell us if you are unhappy about:

  • Your appointments or treatment (e.g., ADHD or Autism assessments).
  • How our staff treat you.
  • Problems with our online system.
  • Anything else that worries you.

How to make a complaint

We make it easy for you to tell us if something is wrong. You can:

  • Talk to us: Call Tracy Spires, our Complaints Lead, at 01277 286008.
  • Email us: Send an email to Registered.manager@assessmentuk.com
  • Write to us: Send a letter to 2nd Floor Kingsgate House, 1 King Edward Road, Brentwood, Essex CM14 4HG.
  • Use our website: Fill out a form online www.assessmentuk.com
  • Ask for help: We can give you easy-read forms, audio, or translated information if needed.

You can tell us your name or keep it private (anonymous).

What happens when you complain?

We will:

  • Say thank you: We will reply within 3 days to say we got your complaint.
  • Look into it: Tracy Spires will check what happened. If the complaint is about Tracy, someone else from our team will check it fairly.
  • Fix the problem: We will find out what went wrong and make it better (e.g., train staff, say sorry, or change how we work).
  • Tell you what we did: Within 28 days, we will send you a letter or email explaining what we found and what we did. If it takes longer, we will let you know.
  • Keep it safe: We store your complaint in a secure system and only share it with people who need to know, like the CQC.

If you need more help

If you are not happy with our answer, you can:

  • Ask us to look again: Contact our senior team at Enquiries@assessmentuk.com
  • Talk to the CQC: They check we follow the rules.
  • Phone: 03000 616161
  • Address: Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
  • Website: www.cqc.org.uk
  • Get support: Ask Healthwatch or an advocate to help you.

If your complaint is about safety (e.g., someone being hurt), we may tell:

Your permission

  • We will ask if it’s okay to look into your complaint, especially if it’s about your care.
  • If you can’t decide (e.g., because of your condition), we will work with someone who helps you, like a parent or advocate, to make sure we do what’s best for you.
  • We keep your information private and follow data protection rules (UK GDPR).

How we learn from complaints

  • We check all complaints to make our services better.
  • We share what we learn with our team to stop problems happening again.
  • We check our work every few months to make sure we are doing things right.

Our promise

  • We listen to you and take your complaint seriously.
  • We will not treat you differently if you complain.
  • We want to make our services safe and good for everyone.

Contact us

If you have a complaint or question:

  • Name: Tracy Spires, Complaints Lead
  • Email: Registered.manager@assessmentuk.com
  • Phone: 01277 286008
  • Address: 2nd Floor Kingsgate House, 1 King Edward Road, Brentwood, Essex CM14 4HG

For safety concerns, contact:

For CQC:

  • Phone: 03000 616161
  • Website: www.cqc.org.uk

Easy Read Complaints Policy and Procedures – Public External Use – AUK-BP-07 v1.2 14-08-2026