Compliments & Complaints
At Avante, we are committed to creating a culture of transparency, respect, and continuous improvement. Your voice matters; whether you have a compliment to share, a concern to raise, or something more serious to report.
Compliments
We value positive feedback and love to hear when things are going well. If you’ve had a great experience, been supported by a team member, or noticed something worth celebrating, let us know.
Your compliments help us recognise and reward excellent work and replicate what’s working well.
Kindly use the box below to leave your compliment.
Kindly use the form below to leave your compliment.
Complaints
If something hasn’t gone right, we want to know. Your feedback helps us identify areas for improvement and ensures we can address issues fairly and promptly.
All complaints will be treated seriously, respectfully, and, where appropriate, confidentially.
Kindly use the form below to leave your complaint.
View Our Complaints Process
Making a complaint
We aim to handle complaints quickly, effectively and honestly, using the information from investigations to help us improve our services. We treat every complaint with severity and confidence.
Avante Care & Support assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.
Who can complain
Anyone affected by Avante Care & Support’s services, including service users and their families, can make a complaint.
If you are unhappy about making a complaint yourself and don’t have someone to talk or write to us on your behalf, we will be happy to find someone from an independent organisation to advocate for you.
Anonymous complaints
We use the same process to deal with anonymous complaints; however, it is better if you can provide contact details to share the outcome of our investigation.
Responsibility
The care home registered manager is responsible for dealing with all complaints about their service.
We will provide, as far as is reasonably practical, any help you need to understand the complaints procedure and advice on where you may get that help.
How we handle complaints
A senior member of the management team may be asked by the care home manager to investigate the complaint.
We will acknowledge your complaint within 3 working days and provide contact details of the investigator. We’ll keep you informed and aim to resolve complaints within 28 working days, unless we agree on a different timeframe. Urgent complaints will be investigated within 7 days.
At the end of the investigation, we’ll write to you with our findings, actions taken by us, and proposals to resolve your complaint. We can also arrange a meeting to discuss the outcome if you wish.
Time limits
You should submit your complaint as soon as you can after the date on which the event occurred.
If you complain more than twelve months later, an investigation may not be possible. However, we shall also consider whether you had a good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate effectively and fairly.
Further steps
If you’re dissatisfied during the complaint process, you can contact the local authority that funds you (if applicable).
Once we have dealt with your complaint but in your opinion, we have failed to respond appropriately, you can refer your complaint to the Managing Director at De Gelsey House, 1 Jubilee Way, Faversham, Kent ME13 9GD.
