Complaints policy

acet UK tries to deal with everyone fairly and in line with its core values.  We recognise that we don’t always get things right, therefore we welcome both praise and criticism and will use it to improve our work.

This procedure tells you how to complain about anything that you think that we have not done well.  We will record all comments and complaints and take action to improve those things that are in our power to do better.  If you have a complaint about one of our employees, we will investigate and let you know what we find.  If we find that an employee has done something wrong, we will take action.

You can comment or complain by writing to, or emailing, the Chief Executive at the acet UK office (write to acet UK, Abbey House, Abbey Green, Chester, CH1 2JH or email A note of each letter or email received will be recorded and the complaint will be given to the Chief Executive.

The Chief Executive will consider what you have reported and investigate the matter if this is appropriate.

The Chief Executive will let you know what they have concluded and will take action if this is needed. A record of this will be made.

If you are not happy with the response from the Chief Executive or if your complaint relates to the Chief Executive, you may write to the Chair of the Trustees by sending the letter to the acet UK office addressed to the Chair of the Trustees. They will consider your letter and respond within one month.  A record of this will be made.

If you have a complaint regarding a Trustee this will be recorded and the complaint will be considered by the Board. You will be told of the decision and a record of this will be made.

Where a complaint is upheld, action will be taken to prevent a recurrence of the problem.  This may include disciplinary action where the Chief Executive or Chair of the Trustees deems it appropriate.

All comments and complaints will be reviewed annually, and action taken where appropriate to improve the way we work.