Complaints Policy

AGE UK HULL COMPLAINTS PROCEDURE

Age UK Hull endeavours to provide high quality services for people later in life
at all times.

Your complaints and comments are important as they give us a clearer picture
of:

• Which services you find most useful.
• Which services we need to change.
• What you would like to see developed.

If you, or a friend, or a member of your family is unhappy about any aspect of
our service we would like you to tell us.
There are two ways you can do this:

Informal Procedure
A complaint can be made to any member of staff or volunteer who works for
Age UK Hull. All complaints will be acknowledged and investigated, and you
will receive a reply within 21 days.

Formal Procedure
Complaints must be made in writing to the CEO, who will
acknowledge and investigate the complaint. Complaints will receive a reply
within 28 days. If this is not possible an explanation for the delay will be given
within 28 days and a full reply given within 3 months.

Right to appeal
If you are not happy with the decision on your formal complaint you can ask
the CEO in writing (see below) to have the decision reviewed by a panel
made of people from the Age UK Hull Trustee Board.

The CEO
Age UK Hull
Silvester House
Silvester Street
The Maltings
Hull
HU1 3HA
Telephone: (01482 324644)