Attendance Allowance Services Ltd (AAS)

Client Complaints Policy

Effective date: 01/01/2026

​

1. Our Commitment

Attendance Allowance Services Ltd (AAS) is committed to delivering a professional, ethical and clinically led service. We recognise that, on occasion, clients may feel dissatisfied or concerned about aspects of our service.

We rarely recieve any complaints so we don't have the need for a complaints department. We do take all complaints seriously and see them as an opportunity to listen, learn and improve. This policy explains how clients can raise a complaint and how we will handle it fairly, transparently and in a timely manner.

​

2. Who This Policy Applies To

This policy applies to:

Clients of Attendance Allowance Services Ltd

Prospective clients who have engaged with our service

A client’s authorised representative (for example, a family member, solicitor, or advocate), where written authority has been provided

​

3. What Can Be Complained About

A complaint may relate to, but is not limited to:

Our administrative processes

Communication or customer service

The conduct of our staff or associates

Delays or service experience issues

Concerns about fees or invoicing

This policy does not replace statutory appeal rights in relation to Attendance Allowance or Pension Age Disability Payment decisions made by the Department for Work and Pensions or Social Security Scotland.

​

4. How to Raise a Complaint

We encourage clients to raise concerns as soon as possible so they can be addressed promptly.

Complaints may be submitted:

In writing (preferred):

Email: complaints@attendance-allowance.co.uk

Post: Complaints Contact

Attendance Allowance Services Ltd

3 Queens Square

London

WC1N 3AR

Verbally:

By telephone to our office, where the complaint will be documented and acknowledged in writing.

Please include:

Client name and reference number (if known)

A clear description of the complaint

Relevant dates and individuals involved

The outcome you are seeking

​

5. Acknowledgement of Complaints

We will acknowledge receipt of a complaint within 5 working days.

The acknowledgement will:

Confirm that the complaint has been received

Explain the next steps in the process

Provide an estimated timeframe for a response

​

6. Investigation Process

All complaints are handled in a fair, objective and confidential manner.

The investigation may include:

Reviewing client records, correspondence and invoices

Speaking with staff, associates or clinicians involved

Assessing compliance with our policies, procedures and terms and conditions

Where the complaint involves clinical input, it may be reviewed by a senior HCPC‑registered Occupational Therapist who was not directly involved in the case.

​

7. Our Response

We aim to provide a full written response within 20 working days of acknowledging the complaint.

Our response will:

Address each point raised

Explain our findings clearly

Set out any actions taken or proposed

Where appropriate, offer a resolution or remedy

If we require more time due to the complexity of the matter, we will keep you informed and explain the reasons for the delay.

​

8. Possible Outcomes

Depending on the findings, outcomes may include:

An explanation or clarification

An apology where appropriate

Service improvement actions

A fee adjustment or refund, where justified and in line with our terms and conditions

​

9. Escalation

If you remain dissatisfied after receiving our final response, you may request an internal review by a senior director who was not previously involved in handling the complaint.

Requests for escalation should be made in writing within 14 days of our final response.

​

10. External Bodies

Attendance Allowance Services Ltd is an independent organisation. Decisions about benefit entitlement are made solely by the relevant government authority.

If a complaint relates to professional conduct of a registered clinician, clients may also raise concerns directly with the relevant professional regulator.

​

11. Confidentiality and Data Protection

All complaints are handled in accordance with UK data protection legislation. Information will only be shared with those involved in investigating and resolving the complaint.

​

12. Continuous Improvement

We regularly review complaints to identify trends and improve our services, processes and client experience.

​

13. Contact Details

For any questions about this policy or to raise a complaint, please contact:

Email: complaints@attendance-allowance.co.uk

Telephone: 0208 05 03055

​

Acceptance

By proceeding with our services, you confirm that you have read, understood and agreed to these Terms and Conditions. 

Attendance Allowance Services

Our Mission

At Attendance Allowance Services, we believe every pensioner deserves to access the benefits they are entitled to easily, so that they can enjoy a greater quality of life with dignity and an increased level of financial security.

Attendance Allowance Services

To contact us please email or call

info@attendance-allowance.co.uk

0208 0503055

Office Hours: 

Monday - Friday:  9AM - 5PM  

Office Hours: 

Monday - Friday:  9AM - 5PM