We are committed to delivering outstanding customer care and customer service.
Customers can contact Age UK Notts by telephone, letter, email, facsimile, website, via social media or face to face. We aim to ensure that the quality of the customer experience is consistent and high regardless of how the Charity is contacted and who the customer deals with.
For us excellent customer care is about treating others as you wish to be treated yourself. We strive to deliver accessible, appropriate and cost effective services delivered in a friendly, efficient and helful way. We are continually striging to improve services by encouraging open communication and feedback from all who come into contact with us.
Customer Care Policy
Compliments and Complaints
We aim to provide a high standard of service to our service users and to treat all service users and other members of the public with courtesy, fairness and efficiency.
An important part of our work 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
We recognise 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 we have 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.
We are committed to ensuring that our services are of the highest quality. The complaints procedure enables us 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.
Compliments and Complaints Procedure
Anti-bribery and corruption
We are committed to operating with the highest standards of integrity and promoting a culture in which accountability flourishes.
We oppose bribery as it erodes free and fair competition, damages good government and harms society at large.
We operate a zero-tolerance policy towards the giving or receiving of bribes because it is morally wrong and it is illegal in the UK.