Complaints, Suggestions and Compliments

A complaint can be received by Age UK Kent Rivers either verbally or in writing and can be made by:

• Service Users
• Someone acting on behalf of a Service User and with their written consent, e.g. an advocate, relative, Member of Parliament
• Someone acting on behalf of a Service User who is unable to represent their own interests, provided this does not conflict with the Service User's right to confidentiality or a previously expressed wish.

Complaints should be raised within 12 months of the incident or concern arising. This time limit can and should be waived, however, if:

1. It is still practical and possible to investigate the complaint (the records still exist and the individuals concerned are still available to be questioned, etc.) and
2. The complainant can demonstrate reasonable cause for delay in making the complaint. 

It is at the discretion of the relevant Director, or Chief Operations Officer, if the time limit can be set aside.

Complaints should be directed to:

Claire Ives - Chief Operating Officer
Age UK Kent Rivers
Second Floor South
Fitted Rigging House South
Anchor Wharf
The Historic Dockyard
Chatham
Kent
ME4 4TZ 

Tel: 01634 572616
Email: enquiries@ageukkentrivers.org.uk 

The data you provide will be stored in line with our Privacy Policy.

Our Complaints, Suggestions and Compliments Policy and Procedure will be adhered to when handling all complaints. As part of this procedure, Age UK Kent Rivers follows the Local Government and Social Care Ombudsman best practice and, where Service Users are receiving services from more than one organisation, it will ensure that they can make a complaint to anyone and be provided with a single response following a joint investigation.

• We will treat your complaint seriously, and will make an effort to resolve it immediately to the satisfaction of the complainant.
• We will apologise for the fact that there was the need to complain in the first instance and explain the complaints process.
• Your complaint will be reported to the relevant Director, Chief Operating Officer, or the most senior member of staff on duty and the complaint will be logged.
• We will confirm that we have received your complaint within 3 working days and seek to resolve the complaint within 28 days.

If your complaint has not been satisfactorily resolved then a review will be conducted internally. 

There are many bodies that can support or will need to be informed to assist with this:

• The Care Quality Commission

The Care Quality Commission will not investigate complaints on behalf of individuals but does like to be informed of any concerns regarding a care provider, such as poor care that has been seen or experienced. Information given to the CQC will help to prevent others from going through the same experience and can be fed back via:

Website: www.cqc.org.uk 
Email: enquiries@cqc.org.uk
Address: Care Quality Commission, National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA
Tel: 03000 616161

• The Local Government and Social Care Ombudsman (for those Service Users that are funded by local authority-funded social services care or self-funded)

Individuals have the right to raise their complaint with the Local Government and Social Care Ombudsman. This is a free service and individuals can contact them via:

The Local Government and Social Care Ombudsman
PO Box 4771
Coventy CV4 0EH

Tel: 0300 061 0614
Email: advice@lgo.org.uk
Website: www.lgo.org.uk
Complaint form: www.lgo.org.uk/complaint-form

• Parliamentary and Health Service Ombudsman (For Service Users that are NHS funded)

Individuals have the right to raise a concern about a service that is NHS funded. This is a free service and individuals can make contact via:

Telephone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Address: Parliamentary and Health Service Ombudsman, Millbank Tower, 30 Millbank, Westminster, London SW1P 4QP

• Integrated Care Systems

Individuals can make a complaint about a health service they are receiving or have received and can discuss this with the commissioner of the service. Local contact details can be located here.

• Local Authority Complaints Team

Individuals have the right to raise concerns and complaints about adult social care regardless of whether or not they pay for their own care or if the Council funds it.  Individuals can make a complaint about organisations who provide services on the Council's behalf. Complaints can be directed to your Local Authority's Complaints Team.

• Fundraising Regulator

If your complaint is about Age UK Kent Rivers' fundraising and you are unsatisfied with Age UK Kent River's response then you can escalate your complaint to the Fundraising Regulator. Age UK Kent Rivers is a member of the Fundraising Regulator and agrees to fundraise in accordance with the Code of Fundraising Practice and the Fundraising Promise.