Your feedback is important to us

Expressing concern or raising a complaint

If you are a client, a former client, or a relative of a client of any of our treatment centres, we would like to hear from you if you have any concerns about the way you are being or have been treated by Action on Addiction.

We offer an open, honest, candid, fair and equitable system of managing complaints, which is non-discriminatory and accessible to people of all backgrounds. We do not distinguish between “informal” and “formal” complaints, and attempts will be made to resolve concerns in a prompt and positive way irrespective of the nature of the concern which is being expressed. We will always aim to resolve matters speedily and efficiently and keep you informed as to the progress of any investigation into your complaint.
 
We accept complaints made via any communication route, including: in writing (by letter or email); verbally (in person or by telephone); via a third party; and/or via an interpreter. Alternatively you may wish to bring enquiries and concerns to the attention of any member of staff, in which case he or she will attempt to address the situation at the earliest opportunity. If, however, he or she is unable to resolve the matter they will explain how you may take the matter further and/or refer you to a more senior member of staff.

Under normal circumstances, we only deal with concerns that are brought to our attention 12 months from the date on which the matter occurred, or on which the matter came to the notice of the person making the complaint. However, we will respond to all complaints irrespective of the time that has elapsed since the event(s) in question occurred if there are good reasons for the matter not to have been raised earlier and it is felt that it is still possible to investigate the matter effectively.

Serious clinical incidents

Duty of candour

As a CQC registered provider, Action on Addiction is aware of its duty of candour requirements and, where there is a serious clinical incident involving a client we will inform the client (and where we are able, the family) about what has happened, what if any harm has been caused, and what we intend to do about it.