Compliments and Complaints
Age UK Nottingham & Nottinghamshire (Age UK Notts) aims to provide a high standard of service to its service users and to treat all service users and other members of the public with courtesy, fairness and efficiency.
An important part of the work of the charity is the way we deal with compliments and complaints. We need to know about any satisfaction or dissatisfaction with our services in order to help us become more effective.
Principles of Age UK Notts compliment and complaints procedure
Age UK Notts recognises that compliments and complaints are an important part of customer feedback.
What is a compliment?
A compliment is an expression of thanks or appreciation for something that Age UK Notts has done. We always appreciate feedback when the assistance or service we have provided has proved to be beneficial.
Where a compliment is about the way in which a member of staff or volunteer has been of help we will ensure that member of staff is informed that we have received a compliment about their work.
What is a complaint?
A complaint is an expression of dissatisfaction, either written or spoken. A complaint can be made by an individual or a group who may wish to complain if not satisfied with the way they have been treated or with the service they have received from Age UK Notts.
All complaints will be investigated fully and fairly. Complaints will be dealt with in confidence. The only exception to this is when others could be put at risk by matters referred to in the complaint.
We aim to deal with complaints as quickly as possible and would ask people to raise complaints as soon as possible; we will therefore not accept complaints about issues that occurred more than six months prior to making the complaint.
If the complainant is not happy with the result of the response to the complaint, she or he will have the right to appeal.
Age UK Notts is committed to ensuring that its services are of the highest quality. The complaints procedure enables Age UK Notts to respond clearly and properly to complaints and to know when and why people are not satisfied with its services, so that it can improve them.