Making a Complaint

ADS service user complaints overview

If you wish to make a complaint about services provided by Associate Development Solutions (ADS), you can do so verbally, in writing, or electronically. Complaints may be made directly by service users, those affected by ADS’s actions, or representatives acting on their behalf (such as parents or carers).

What happens when you make a complaint?

Any member of the ADS team can receive your complaint and will ensure it is escalated to the Complaints Manager within 24 hours.
If your complaint is made verbally, a written record will be created and shared with you.

ADS will acknowledge your complaint within 3 working days, explaining how it will be handled, the expected investigation timeframe, and when you can expect a response.

You may be offered a discussion to clarify details and agree on next steps.

How is your complaint handled?

ADS investigates complaints efficiently and keeps you informed of progress.

Once the investigation is complete, you will receive a written response explaining the outcome and any actions taken.

What information should you provide?

Please be as specific as possible, including relevant dates, times, and details to help with the investigation.

Communication

ADS can communicate with you electronically if you consent.

Monitoring and Improvement

All complaints are tracked and reviewed to ensure quality and continuous improvement in ADS services.

For further details or to make a complaint, please contact ADS using the ‘Get in touch’ form.

You may also wish to read the full ADS Service User Complaints Procedure.