Complaints Policy

This complaints policy outlines the procedures that AnorMed will follow in dealing with complaints. We value feedback and are committed to resolving any issues promptly, fairly, and efficiently. We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.


Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of’s services, activities, staff, or volunteers.


Openness to Feedback

AnorMed is open to receiving feedback and complaints. All complaint information will be handled sensitively, and in accordance with data protection regulations.


Timeliness in Response

Upon receipt of a complaint, AnorMed aims to acknowledge it promptly, ideally within five working days. We seek to address and resolve complaints in a timely manner, with the aim of providing a full response within 20 working days.


Investigation Procedure

Complaints will be thoroughly investigated, with the relevant parties being given an opportunity to share their perspective. Findings from the investigation will inform the resolution of the complaint, and any necessary remedial actions will be undertaken promptly.



All complaints received will be dealt with confidentially and in accordance with the requirements of data protection legislation, unless the complainant explicitly permits disclosure to other parties involved.



Throughout the complaints process, AnorMed will maintain clear and open communication with the complainant. We will keep the complainant informed of the progress of the complaint and the steps being taken to investigate and resolve it.


Fairness and Respect

Complainants will be treated with respect and courtesy at all times. We approach every complaint with an open mind, and a commitment to resolving any issues in a fair and equitable manner.


Resolution and Redress

AnorMed is committed to providing a satisfactory resolution to all valid complaints. This may include an apology, an explanation, an admission of fault, a change of decision, or a change of policy, procedure, or practice.


Review and Learning

Following the resolution of a complaint, we will conduct a review to identify any improvements that can be made to our services, policies, or procedures. Lessons learned from complaints will be used to enhance the quality and effectiveness of AnorMed’s services.


Record Keeping

A record of all complaints received, and the outcomes achieved, will be maintained securely by AnorMed, in accordance with data protection regulations, and will be used for monitoring and reporting purposes.


In conclusion, AnorMed takes all complaints seriously and is committed to dealing with them fairly, efficiently, and effectively, with the aim of both resolving the issue for the complainant and improving our services for the future.

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