Complaints procedure

How to make a complaint about the Charity Autism Independent UK (SFTAH)


Complain about a service we provide:

Complain about a decision by the Charity Autism Independent UK (SFTAH):


Complain about a service/support we provide.

We are committed to giving you the best service and information we can. But there may be a time you need to complain about a service we’ve provided.


This complaints procedure is for:

people who have used our services and aren’t happy

people who feel they haven’t received a service that we said we would provide

We will make sure that your complaint is:


  1. treated seriously
  2. handled fairly without bias or discrimination
  3. treated confidentially

You should complain within 1 month of the event or outcome that you are complaining about. You need to tell us:

  1. what you think went wrong
  2. what you think we should do to put it right


First email or post your complaint to:

199-203 Blandford Ave



NN16 9AT

When someone else complains on your behalf, we need written confirmation from you saying that you agree for them act for you.


What happens next

At first, someone will look fairly at your case.

If you are not satisfied with the answer, you can request for the complaint to be escalated for the committee/management to decide.


The committee/management will consider:

  1. complaints about the standard of service experienced
  2. your dissatisfaction with a course of action within a case which the Charity has carried out
  3. your dissatisfaction as a result of a case which the Charity has carried out

The committee/management will investigate your complaint and will aim to respond to you within 30 working days. They will tell you the conclusions from their review and the reasons for the outcome.


If you’re still not satisfied

If you are still unhappy with the outcome of the first and second review, you can send your complaint to the Charities commission London.


Name of Charity:

Autism Independent UK

Reg#: 803003