Complaints Process —
Ash Rehab.
We take all complaints seriously and are committed to responding promptly, honestly, and constructively. Complaints help us improve. Last updated: May 2026.
Our approach to complaints
We take all complaints seriously and are committed to responding promptly, honestly, and constructively. Complaints help us improve our service. We will never treat a complaint as anything other than an opportunity to do better.
How to make a complaint
You can make a complaint in any of the following ways:
- By telephone07951 054041
- By emailoffice@ashrehab.com
- In writingAsh Rehab LTD, Unit 5 Martinbridge Industrial Estate, 240–242 Lincoln Road, Enfield, EN1 1SP
What happens after you complain
| Stage | Timeframe | What we do |
|---|---|---|
| Acknowledgement | Within 3 working days | We will acknowledge your complaint within 3 working days of receipt. |
| Investigation | Ongoing | We will investigate your complaint fully, speaking to the relevant staff and reviewing any relevant records. |
| Response | Within 28 working days | We will provide a written response within 28 working days. If we need more time, we will let you know why and when you can expect a full response. |
| Resolution | Included in response | We will explain what we found, what we will do as a result, and how we will prevent a recurrence if applicable. |
If you are not satisfied
If you are not satisfied with our response, you have the right to refer your complaint to the Care Quality Commission. You can contact the CQC at cqc.org.uk or by calling 03000 616161. You may also be able to refer your complaint to the Parliamentary and Health Service Ombudsman.
A prescribing doctor.
From your sofa.
Your first assessment is a 25-minute video call with a GMC-registered prescriber. No waiting room, no clinic, no disclosure to anyone you have not chosen to tell. Four short questions, answered honestly, will tell us whether a home detox is the right setting for this moment in your life.