Feedback & Complaints Handling Policy

For customers and Owners at Audley Villages

Audley Group is committed to ensuring views about our services are valued and we actively encourage feedback. We aim to provide a consistently high standard of service to everyone who uses or is impacted by our services, and we care about getting it right, ideally first time.

We recognise the importance of putting things right once we know something hasn’t happened as it should. Our aim is always to maintain good working relationships with our owners, care customers and other stakeholders.

Audley Group is open to all forms of feedback and will look to consider all interactions that may help us to improve. These may include face to face, in writing (both letter and email), telephone and via social media.

We aim to welcome, understand, and resolve individual complaints in a timely manner; applying an approach that allows for monitoring. We will seek to identify any lessons arising from complaints and use these to improve our service provision across Audley.

Our complaints policies

We have separate policies for Property and Care matters respectively. You can download these via the links below.