ANITA COMPLAINTS PROCEDURE

At ANITA we aim to provide all our customers with the highest possible standard of service and satisfaction. We appreciate that sometimes things go wrong, and when they do we want to know about it so that we can prevent it from happening again.

You can make a complaint to ANITA by phone, email or in writing. The details are as follows:

Phone: 0800 634 9649/ 020 7249 6666

Email: info@anita.co.uk

Address: 29 Bentley Road, London, N1 4BY

All complaints will be handled in a professional and non-confrontational manner. The first step is to contact the Manager of the Department you wish to make the complaint about. They can be reached on 020 7249 6666. Let them know the details of why you are complaining and they will attempt to deal with the problem immediately. If this is not possible we will get back to you within 24 hours if you contact us by phone and within 3 days if you contact us in writing.

In the unlikely event that the Manager of the Department you are complaining about cannot resolve the issue, please address the Senior Manager of the Department who will get back to you within 3 working days.

Complaints of a very serious nature will be dealt with by our Managing Director and will be replied to within 10 working days.

Should you wish, you may refer your complaint to your disability officer, assessor or assessment centre. They will take your complaint up on your behalf with ANITA, in accordance with their own complaints handling procedures. In addition, you may wish to contact your funding body to deal with the complaint on your behalf.