Complaints procedure for service users
Age Cymru Gwynedd A Môn aims to provide high quality services that meet your needs. We believe we achieve this most of the time: if we are getting it right please let us know. In order to ensure our services remain at a high standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with the organisation – and let us know when we get things right! Please note: All complaints will be treated confidentially. Your continued goodwill is greatly valued by us and we would expect to resolve any day to day difficulties or complaints informally and as quickly as possible. In the first instance we would expect you to raise any complaint directly with the member of staff concerned.
If you are not happy with Age Cymru Gwynedd a Môn please tell us
If you are unhappy about any Age Cymru Gwynedd a Môn service, please speak to the relevant staff member, manager or Chief Executive.
If you are unhappy with an individual in Age Cymru Gwynedd a Môn it is best to tell the person concerned directly. If you feel this is difficult or inappropriate then speak to the staff member's manager or the Chief Executive.
Making a written complaint
If you are not satisfied with our response or wish to raise the matter more formally, please write to the Chief Executive. (If your complaint is about the Chief Executive, please write to the Chair.) All written complaints will be logged.
The aim is to investigate your complaint properly and give you a reply within 28 working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.
If after we have responded you are not satisfied, please write to the Chief Executive or the Chair. If the complaint cannot be resolved, the Chair / Chief Executive will report the matter to the next Executive Committee meeting, which will decide on any further steps.
If you are happy with Age Cymru Gwynedd a Môn please tell us
If you are happy about any Age Cymru Gwynedd a Môn service, please speak to the relevant staff member, manager or Chief Executive. We hope you will make use of both to help us to review and plan our services.