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Feedback Policy

This policy was last reviewed in August 2025

Affina Organisation Development Ltd (AOD) supports employers with organisational development through use of its tools and commissioned programmes of support, to improve team performance.

It is our aim to give the best possible service in all areas of our work. To enable us to do this, we need to know how you feel about how we do our work. We welcome your comments on any aspect of AOD’s service whether these are positive, negative or constructive suggestions for improvement.

To ensure consistency in managing feedback across AOD, procedures are in place to collect, record, respond to and report on the feedback we receive.

We encourage everyone to include their name with all feedback sent to AOD. We recognise that at times there are circumstances where anonymity is preferred.  On these occasions it can prove difficult for us to investigate a situation as fully as we would wish to nor would we be able to provide a response. Given these limits, we investigate anonymous complaints at our discretion.

Are you content with what AOD does?

We are always delighted to hear about the things you like and appreciate about AOD and the way we work. This helps us identify those areas where we are performing well and can learn from.

Do you have an idea about how we might do things better?

You may think we do a good job but could improve or maybe do something new that we haven’t thought of. We always welcome all suggestions for improvements to current services.

Are you concerned about anything AOD does?

If we get something wrong, we need to know about it in order to put things right and to learn for the future. If you are unhappy about any aspects of the service we provide, we would like you to share your concerns. We view concerns as valuable feedback and will use the feedback to review how we do things, to learn from our mistakes and to improve the service you receive from AOD.

How to give us feedback

We welcome positive feedback, and constructive feedback that tells us when we may have got something wrong. Our aim is to resolve concerns quickly and at an early stage.

There are three ways to share your feedback:

  1. Talk to us – you may like to talk to a member of AOD staff or one of our Associates. Issues may be simply resolved through a conversation and our service may be improved as a result. We can also re-direct you when your concern sits outside of our control.
  2. Complete our online form.
  3. Email, phone or write to us:
    • Email: helpdesk@affinaod.com 
    • Post: Business Support Manager, AOD, 156B Rectory Road, Old Bakery Mews, Farnborough GU14 8AL
    • Phone: 01252 727270 

Whichever method you choose to use, do tell us:

  • The nature of your compliment or suggestion for improvement.
  • If you do wish to lodge a formal complaint, then please provide details of:
    • the problem, including what has happened, when it happened, and any background to the problem if you think it’s relevant
    • anything you have done to try and resolve things
    • what you would like us to do to put things right

What we will do

When we receive your feedback, we will act accordingly:

  • If a compliment, share this with the relevant manager.
  • If a suggestion for improvement, share this with the relevant manager.
  • If a formal complaint:
    • Acknowledge receipt within 5 working days. Please note there may be a delay in replying to feedback sent via post due to staff working virtually
    • Investigate your concerns soon as practicable.
    • Inform you of the result of our investigation within 20 working days (four weeks).  Please note that we will deal with complaints on an individual basis and reserve the right to take longer to investigate and resolve complaints where they are complex.
    • Provide you with a full explanation for our response.  
    • Carry out any actions we commit to.

If you are not satisfied with the outcome, we will provide advice on the appeal process and direct you to further support.