January 2017Uncontrolled if printed

Age UK West SussexComplaints Procedure

At Age UK West Sussex all our customers are important to us.

We believe you have a right to a fair, swift and courteous service at all times. We are in receipt of your complaint and will deal with it promptly, effectively and in a positive manner

1.Introduction

  • This policy sets out the procedures AWS will follow when we receive a complaint from users of the service, an organisation or member of the public. It does not address complaints made by staff or volunteers (these are dealt with through grievance and disciplinary procedures) nor job applicants (recruitment procedure).
  • This procedure is meant to provide a means to resolve a dispute between AWS and any complainant. It requires staff and Management at every stage to resolve the complaint. Complaints are likely to be in one or more of the following areas:

- Dissatisfaction with our service, such as inadequate work, problems with casework, unacceptable delay or failure to deliver a service etc.

- Disputes between customer(s) and AWS, with regards to policy, procedures or activities.

- Discourtesy or unhelpfulness on the part of the staff.

  • As an organisation, AWS needs to be aware of its customers’ needs. If handled the right way, a complaints procedure enables staff and trustees to monitor and improve performance and relationships with the public - our users and customers.
  • The purpose of AWS’ Complaints Procedure is to:

-protect the interests of individual customers;

-improve the quality of services provided by this organisation by being responsive to the views of people affected by its services;

-enable customers, potential users and carers to challenge decisions given on information or advice given by AWS;

-provide an additional means of monitoring the performance of this organisation;

-maintain a customer care philosophy within this organisation;

-comply with the Consumer Credit Act for debt and budget management advice

2.Complaints Procedure

The key element is that a complaint should be resolved, as far as possible, at source and the complainant encouraged to discuss their complaint. It is incumbent upon all staff to try to help and perhaps ascertain that there may have been a misunderstanding.

  • Any member of staff is authorised to handle an informalcomplaint. If the complaint is of a serious nature, the matter should be referred to a member of the senior management team immediately. In either case, the service user should be made aware of the complaints procedures and assistance offered to complete a form if necessary.
  • A complaint which cannot be resolved informally must be acknowledged within five days of receipt. The complainant must be told who is looking into the complaint, what action is being taken and when a reply can be expected.
  • If appropriate, a meeting may be arranged between the complainant and the relevant manager or Chief Executive. When attending an appointment to discuss the complaint, the complainant may bring another person as support.
  • The appropriate manager or Chief Executive of AWS will put a decision in writing to the complainant within 28 days of the meeting.
  • If the complainant is still not satisfied with the outcome of their complaint and if the Chief Executive has not been involved, they will look in detail at the and reply to the complainant within 14 days.
  • If the Chief Executive has been involved and/or the complainant is still dissatisfied, they can request the Chair of AWS review the complaint. The Chair will reply within 28 days. Their decision will be final

3.Recording of Complaints

  • A central complaints log of complaints received and how they were resolved will be kept by the Office Manager and reviewed by the Chief Executive on a quarterly basis. The results of these reviews may inform the departmental and/or organisational business plan where appropriate. The Chief Executive will report at least annually to the Board of Trustees on all complaints received.
  • In addition complaints reportable to the FCA under the Consumer Credit Act will be made and reported to the Board
  1. Complaints about other organisations
  • The terms of our funding do not compromise AWS’ independence; therefore we can assist service users with complaints about the National Health Service, West Sussex County Council or other statutory authorities.
  • Complaints about another Age UK(or Friend) organisation should be referred to the Chief Executive who willrefer the matter back to the organisation concerned. AWS would, however, monitor the progress of such complaint and advise the member organisation concerned about relevant procedures where these do not exist.

5.Compliments, Queries & Suggestions

All compliments/comments/queries and/or suggestions about AWSwill be logged on the continuous improvement log andactioned appropriately in accordance with our continuous improvement drive.

6.AWS (Enterprises)

  • The trading company is excluded from this policy and is governed by further FCA regulations.