Comments and Complaints

Comments and Complaints Procedure

One of our aims is to provide a quality and caring service that will meet the needs and wishes of our service users.  In order to ensure that this is actually being carried out, we need to hear from you.  If you have cause to complain about our service or a member of staff, we will deal with the matter and try to resolve the situation as quickly as we can.  We would also be pleased to hear from you if you have any suggestions or comments about how we can better our service to you.  We can only improve by listening to what our customers have to say.

Please do not feel that a complaint will mean that the service will be withdrawn or restricted to you in any way.  Any complaint or comment that you make will be dealt with in an unbiased way and in the strictest confidence.

Hopefully the majority of complaints can be sorted out straight away by talking them through.  If for any reason a happy conclusion cannot be met, then in the first instance you should contact the Operations Manager at:

Age UK Stafford & District, Bradbury House, Weston Road, Stafford ST16 3RS

Telephone 01785 607060

Complaints can be made over the telephone, in person at our offices, or they can be put in writing.  If you prefer, somebody can act on your behalf, either someone known to you or an 'independant' member of staff who can write down your complaint, using your own words and in a manner which is acceptable to you.

We will listen and consider carefully what you have to say and if necessary and where possible will change things or provide you with an explnation as to why we are not able to alter them.

We will acknowledge any complaint that has been received in our offices within 3 working days and will endeavour to send a reply to you within 14 working days.  If it is not possible to find a solution to the situation within this time, a letter will be sent to you giving an explantion of what is being done to resolve the complaint and an idea of the date that an outcome is likely to be achieved.

If you are still not completely satisfied you can ask the chairman to consider your complaint within a small sub-committee.  This committee will normally meet within the 28 days of your request.

To allow you to make arrangements to attend, should you wish to do so, you will be notified of the date, time and place of the sub-committee meeting.  You also have the right to be accompanied by a relative or friend.  If you would have any difficulties in attending we can discuss alternative ways of getting your views.

Not only is it important to hear about your comments and complaints so that things can be changed or put right, it would also be very nice to hear from you when things are going well and that you are happy with the service provided.

Age UK Stafford & District, Bradbury House, Weston Road, Stafford ST16 3RS