Logging a complaint
We’re the caretaker of over 600 buildings across the UK serving millions of patients every year and we’re not always going to get it right for you. But be assured we take every complaint extremely seriously and we aim to find a resolution within 14 days.
We need your complaint in writing so please email the details of your complaint along with your contact details to [email protected] or write to us at Assura plc, 3 Barrington Road, Altrincham, WA14 1GY.
Please include ‘complaint’ in the title of the email or letter.
How will my complaint be handled
All complaints will be treated in the strictest confidence.
Stage 1
In line with our complaints procedure your complaint will be registered on our complaints log and sent directly to the relevant department who will acknowledge the complaint and confirm who is dealing with it within 2 days of receipt of the complaint.
Stage 2
The complaint will be internally investigated, and we aim to provide a resolution within 14 days.
Stage 3
A member of the team will be in touch post-resolution to discuss your complaint and how satisfied you are with the resolution.
You can provide feedback on how the complaint was resolved using this feedback link:
https://www.surveymonkey.co.uk/r/6D3ZFHN
If at this stage you are still unsatisfied with the resolution of your complaint, our complaints handler will be in touch to discuss further solutions.