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Complaints

Our service users have the right to expect from the organisation’s staff and volunteers a courteous resolution of misunderstandings and a prompt, helpful approach towards dealing with complaints and solving problems.

We work hard to provide high quality services but sometimes things can go wrong. If they do, we want to hear from you so that we can put them right. If you have a complaint or concern, you should first raise it with the person responsible for the service you receive. If this does not resolve the issue to your satisfaction you should contact the relevant Service Manager or Executive Director. 

In addition to the above informal procedure, there is also a formal complaints procedure which you can use. To obtain a copy of that procedure, or to contact the Executive Director to further your complaint, please contact our head office: 

The Executive Director
Age Cymru Gwent
12 Baneswell Road
Newport
Gwent
NP20 4BP 

Comments and compliments

We'd also like to hear from you if you are particularly pleased with the service you've received. If you'd like to make a comment or compliment, please get in touch with us, either through the staff member or volunteer who has been helping you, or otherwise by telephone, by email, in writing, or in person at the office. 

We value your opinions.

Age Cymru Gwent

SERVICE USER GUIDELINES TO COMPLAINTS  PROCEDURES

The primary aim of Age Cymru Gwent is to deliver an appropriate and excellent service to service users.

Age Cymru Gwent is, however, concerned that service users may occasionally be dissatisfied with the service provided by the Organisation, or may have cause for complaint.

In order to deal effectively with any such complaints, the following procedure stages have been adopted.

Stage 1

We believe that the best way to resolve any misunderstanding or complaint which you may have regarding our work is for you to discuss it with the person in the organisation with whom you have had contact.  This may be either a member of staff or a volunteer.

In all cases where a complaint arises the member of staff or volunteer with whom you have contact will make every effort to work towards a quick and informal solution.  You will be informed of the procedures used and the expected timescale of action.

In order to respond quickly and efficiently the date, time and nature of the complaint are recorded, together with notes on the efforts made to resolve the situation and action taken.  This confidential information will only be available to those who are directly involved in the proceedings.  At this stage the complaint is dealt with on an informal level.

Stage 2

If for any reason you do not feel able or willing to talk the problem over with the member of staff or volunteer concerned, or if you have consulted them and are dissatisfied with the response, or if the complaint has taken more than 10 working days to resolve, then the complaint will be referred to the Executive Director of Contract Services, who is the Responsible Individual, Age Cymru Gwent or the Group Service Manager of the services, who is the Registered Manager.  At this stage the complaint is still dealt with on an informal basis.  The Executive Director or Group Service Manager will record the date, time and nature of the complaint in a log book and where necessary the Executive Director or Group Service Manager will personally seek the views of the parties involved.  The complaints would usually be resolved within a maximum of ten working days at this level.

Stage 3

Should the complaint remain unresolved, then the complainant and/or their representative should write to the Registered Manager within 7 days outlining the complaint.

Within 14 days of receipt of the written complaint a meeting of the complaints panel will be convened by the Executive Director – Contract Services.

The complaints panel will comprise:-

A member of Age Cymru Gwent Board of Trustees

A member of the Directorate

The organisation will then inform the complainant who the members of the panel will be and give a brief background of their skills, expertise and reasons for being involved.

It is recognised that the panel may need access to independent specialist advice and it may be necessary to co-opt an individual to assist in the complaints procedure.

The Organisation will acknowledge receipt of the written complaint within 5 days.

The panel may receive evidence in writing or in person from the parties involved and/or their representatives. The panel’s deliberations and decisions will be recorded. The Panel will consider all aspects of the complaint and advise the complainant, in writing, within 28 days of the receipt of the written complaint of their decision and any appropriate action to be taken.

 

At any stage, a service user receiving a service which is registered by the Care and Social Services Inspectorate for Wales, or one whose service provision has been arranged by any Local Authority, may complain directly to the Inspectorate or the Local Authority at the following addresses;

Care and Social Services Inspectorate for Wales

Welsh Assembly

South East Wales Region

Rhyd-Y-Car Business Park

Merthyr Tydfil CF41 1UZ

Tel 0300 062 8888

 

Or the appropriate Local Authority

 

Newport City Council

Civic Centre

Newport NP20 4UR

Tel 01633 656656

 

Blaenau Gwent Borough Council

Municipal Offices

Civic Centre

Ebbw Vale

NP23 XB

Tel 01495 350555

 

Torfaen Borough Council

Civic Centre

Pontypool

NP4 6YB

Tel 01495 762200

 

Caerphilly Borough Council

Duffryn House

Duffryn Industrial Estate

Hengoed

Ystrad Mynach

CF82 7RJ

Tel 01443 815588

 

Monmouthshire County Council

PO Box 106

Caldicot

Mon NP26 9AN

Tel 01633 644644

 

Complaints policy, procedure and guidelines