Age UK Walsall

Comments and Complaints Procedure

Age UK Walsall aims to provide high quality services, which meet your needs. We believe we achieve this most of the time: if we are getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if, for any reason, you are not satisfied with your dealings with the organisation.

You can make a complaint in person, email or over the telephone. It is important when contacting us that you provide us with as much information as possible. This will help us to deal with your complaint quickly and effectively.

By phone: if you contact us by phone, we will take the details of your complaint and reply with an initial response within 5 working days by phone or in writing — whichever you prefer.

By letter, e-mail or fax: if you contact us in writing, we will acknowledge your letter within 5 working days of receiving it.

In all instances, we aim to provide you with a full response within 10 working days. If this is not possible we will keep you informed of progress and advise you when a full reply can be expected.

How to make a complaint

Stage 1

· The first thing you should do is contact the staff member with whom you were dealing with and give the details of your complaint. The staff member will respond within the given time-scales.

Stage 2

· If you are not satisfied with the response to your complaint, you can write to the senior manager responsible. Name and contact details will be provided by the original staff member concerned.

Stage 3

· If you are still not satisfied, you can contact the Chief Officer of Age UK Walsall via the contact details on the front of this leaflet.

Stage 4

. If you are dissatisfied with the outcome of the Chief Officer’s response, you can contact

The Chair of the Board of Trustees via the contact details on the front of this leaflet.

The decision of the Board will be final.

Contact Details:

Age UK Walsall

200 Rookery Lane

Aldridge

Walsall

WS9 8NP

Tel: 01922 638825

Email:

Web: www.ageuk.org.uk/walsall/