Compliments, comments and complaints
We want to hear from you
Age UK Bolton is an established and highly regarded charity, working to provide the well-being of people 50+. We want to make sure that the services you receive from us meet your needs and expectations. This leaflet explains how you can help us by telling us what changes you would like us to make. We welcome your compliments, comments and suggestions, complaints and questions.
Compliments
Please tell us when we get things right or when a member of staff or volunteer is especially helpful to you.
Comments and suggestions
Please tell us how we can improve what we do and what new services and activities you’d like us to provide.
Complaints
Please tell us if you’re dissatisfied in any way with the service you receive from us.
Questions
Please contact us if you would like more information about any of our services, or information about how the charity is managed.
How we deal with complaints
Step 1
If it’s appropriate and you feel comfortable doing so, please complain to the member of staff or volunteer involved. Many problems can be sorted out immediately.
If this is not possible, please ask to see their supervisor or the Corporate Services Manager
Formal Stage 1
If you feel unable to complain to the person involved, or are still dissatisfied, please contact the charity’s Corporate Services Manager or Chief Executive. You will recieve an acknowledgement within 5 working days and a definitive reply within 7 working days. However, please be aware that some complaints may take a little longer to investigate, but the Chief Executive will keep you informed about the progress being made.
Formal Stage 2
If you’re still dissatisfied or if your complaint is about the Chief Executive, please write to the Chairman of Age UK Bolton at Age UK Bolton, The Square, 53-55 Victoria Square, Bolton, BL1 1RZ. Please mark your envelope CONFIDENTIAL. You will receive an initial response within 10 working days.
Please remember you have a right to complain. Your complaint will be dealt with in confidence, seriously, thoroughly and quickly.
External Stage
You may complain to the Charity Commission at any stage. Information can be found on www.charitycommission.gov.uk/publications/cc47.aspx]
Ways to get in touch
You can contact us in the following ways. Just choose the easiest one for you.
Face-to-face
Please ask to speak to a member of staff.
By telephone
01204 382411
Please ask to speak to the Chief Executive, Suzanne Hilton.
In writing
You can write a letter or send an email in the first instance, to Suzanne Hilton, Chief Executive. Alternatively, where appropriate, write to The Chairman, Age UK Bolton. Please mark the envelope CONFIDENTIAL.
Age UK Bolton, The Square, 53-55 Victoria Square, Bolton BL1 1RZ
Via our website
Complete our contact form
Data Privacy and Confidentiality
Any information you provide to us will remain private and confidential. The information you provide will only be used for purposes of dealing with your comment or complaint. It will not be used for any other purpose and will not be divulged to any third parties.