Making a complaint

Age UK Somerset is committed to providing high quality services and we welcome all feedback so that we can improve our services.  We regard any complaint as an opportunity to turn a negative experience into a positive one and we recognise the value of dialogue in informing our decisions. 

Our complaints process has three stages:

Stage 1: Informal Problem Solving
Stage 2: Formal Complaint
Stage 3: Appeal 

What should I do if I am not satisfied?

Stage 1: Informal Problem Solving

If you are dissatisfied with any aspect of Age UK Somerset's charitable activities your comments should be expressed to the staff most directly involved (such as the Service Manager).  They will endeavour to understand the complaint and resolve the matter as quickly as possible.  

Contact us:

Telephone 01823 345610

Email info@ageuksomerset.org.uk

What should I do if I am still not happy?

Stage 2: Formal Complaint

If you are not satisfied with the result, you can make a formal written complaint.  Your complaint will be acknowledged and an internal investigation will be arranged. You will be informed of any decision in writing within 20 working days of the complaint being received, wherever practicable. 

What if I am not happy with the response to my complaint?

Stage 3: Appeal 

If you do not agree with the outcome of your complaint, you can appeal within 28 calendar days of receiving the decision. An appeal must be made in writing and sent to: 

The Chief Executive - Age UK Somerset
Ash House
Cook Way
Bindon Road
Taunton TA2 6BJ 

Your appeal will be acknowledged and a meeting of a review panel will be arranged.  The decision of the panel is final and will be communicated to you in writing by The Chief Executive. 

Age UK Somerset will treat your complaint seriously.  We are committed to being open and accountable, acting fairly and proportionately to achieve a satisfactory outcome. 

This is a summary of our Feedback and Complaints Policy.  To view our Complaints policy click here or contact us on 01823 345610

Privacy Notice

We will use the personal information we collect about complaints and feedback to process the matter, to check on the level of service we provide and to defend any claims against the organisation (legitimate interests purposes).

Complaint records to be retained will include correspondence between the complainant and the Organisation, written records of interviews with personnel, records of investigations and any actions taken as a result.

We will keep personal information contained in complaint files, in line with our retention policy. This means that information relating to a complaint will be retained for 6 years from closure. It will be retained in secure electronic and paper filing systems and access to it will be restricted. 

We also compile a complaints log for management information that includes the number of complaints we receive, the nature of complaints and the length of time taken to resolve them, but this is not in a form which identifies anyone.

Feedback correspondence (comments and compliments) will be retained only for the time it takes to manage the feedback, such as thanking the person providing the feedback, recording the nature of it to inform future processes and passing the feedback to those involved. 

You have a right to request a copy of the personal data we hold about you and to ask us to correct any inaccuracies.  You also have a right to complain to the Information Commissioner’s Office (ICO) if you think there is a problem with the way we are handling your data.

 Age UK Somerset will treat your complaint seriously.  We are committed to being open and accountable, acting fairly and proportionately to achieve a satisfactory outcome. 

This is a summary of our Feedback and Complaints Policy.  To request a copy of our policy please contact us on 01823 345610.