Complaints policy

Note: In the policy “You”, “your” etc. refers to the person making the complaint, and “we”, “us”, “our” etc. refers to ASC.

ASC is committed to ensuring all who come into contact with the ASC are treated fairly and with respect at all times, and that any mistakes we make are put right to everyone’s satisfaction.

If you have not received what you expect from us, we ask you to let us know so that we can put things right. 

In the first instance, please get in touch with the person you have already been in contact with if there is someone, or if not, contact the ASC administrator (email administrator@asc.org.uk) to explain what has occurred and what you would like us to do.

Our aim is to resolve any mistake or failing you should bring to our attention without the need for you to raise a complaint.

If at any point you are not satisfied with how the matter is being dealt with, you may raise a complaint with us.

Raising a complaint

When you contact us, please state that you wish to raise a complaint, and explain to us what has happened.

It will help us if you can raise your complaint in writing, preferably by email to the administrator.

Please make clear to us (or restate to us) what you would like us to do to remedy things.

We will record your complaint and investigate it to see what we can do.

Our aim is to respond to you within 48 hours with our proposed resolution.

Some matters will need more time to resolve. In that case, we will let you know what we are doing within 48 hours, and then provide regular updates on our progress.

You are also welcome to contact us at any time for an update.

If you are not satisfied with the response you received from us in relation to your complaint, then you may ask for your complaint to be referred to our complaints officer.

If the complaints officer has already been involved in your complaint, we will ask the ASC chair to nominate someone else to review your complaint. 

This policy was approved by the ASC Executive Committee on 5 September 2023.