Age UK Calderdale & Kirklees have an excellent record of working with, and on behalf of older people. To maintain and improve this record, we need to listen to what people are saying to us about our actions and our services. That means that if things go wrong we must demonstrate that we have listened to what we are told and takenaction to improve matters. We will take any comment, concern or complaint made about our services or our actions seriously, whether from service users, staff, volunteers or third parties, and will investigate to make sure that we identify and learn from our mistakes. We will look for any patterns within our complaints and implement corrective action, learning from past experiences to improve our services where possible.