Complaints Policy
Age UK Hull & East Yorkshire Complaint Procedure
Age UK Hull & East Yorkshire endeavours to provide high quality services for people later in life at all times.
Your complaints and comments are important as they give us a clearer picture of:
- Which services you find most useful.
- Which services we need to change.
- What you would like to see developed.
If you, or a friend, or a member of your family is unhappy about any aspect of our service we would like you to tell us. There are two ways you can do this:
Informal Procedure
A complaint can be made to any member of staff or volunteer who works for Age UK Hull & East Yorkshire. All complaints will be acknowledged and investigated, and you will receive a reply within 21 days.
Formal Procedure
Complaints must be made in writing to the CEO, who will acknowledge and investigate the complaint. All complaints will receive a reply within 28 days. If this is not possible, an explanation for the delay will be given within 28 days and a full reply given within 3 months.
Right to appeal
If you are not happy with the decision on your formal complaint you can ask the CEO in writing (see below) to have the decision reviewed by a panel made of people from the Age UK Hull Trustee Board.
The CEO
Age UK Hull & East Yorkshire
350 Preston Road
Hull
HU9 5HH