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Age UK Lindsey aims to provide high-quality, responsive and needs-led services, promoting the wellbeing of older people 50 and over. In order to ensure this we need to take account of the views and wishes of those we are here to support.

We welcome every opportunity to monitor and improve the services our charity provides and having a ‘Complaints, Compliments, Comments and Suggestion Policy and a clear procedure for resolving complaints is key to doing this.

This policy sets out the “Listen, Inform and Respond” approach that we take to complaints, compliments, comments and suggestions and the procedures we will follow when we receive a complaint from clients of the service, an organisation or a member of the public. This procedure is for anyone who comes into contact with Trustees, staff and volunteers from Age UK Lindsey and the services we deliver.

You can read the policy in full by clicking on the button bellow.

I wish to make a complaint

Age UK Lindsey recognises that there will be times when our Trustees, staff and volunteers make mistakes, or get things wrong.  In order to learn from such mistakes we need to know about them and encourage people to comment or complain. Such comments or complaints will always be taken seriously, recorded and responded to as detailed in the procedure for resolving complaints which accompanies this policy statement.

Complaints enable Age UK Lindsey to:-

  • resolve issues raised by a person who is dissatisfied in a timely and effective way
  • provide information that can lead to improvements in services delivery
  • understand and improve the reputation of the charity and public confidence
  • protect the interests of clients, staff and volunteers by having an open and transparent procedure

It is Age UK Lindsey's policy to make our services as relevant, open and accessible to our clients as possible. If we have fallen down in this aim we want to know. Age UK Lindsey will enable and encourage complaints to be made and dealt with formally if necessary. The purpose of the procedure is to resolve disputes between Age UK Lindsey staff and any of the clients who feel aggrieved at their treatment by the staff.

The Trustees of Age UK Lindsey exist to ensure that the service is accountable to the clients; therefore we will investigate each complaint seriously. Where a member of staff is found to have behaved improperly, the Trustees reserve the right to invoke the disciplinary procedure. However, this will be treated as a separate matter from the complaint made by the client.Anybody who wishes to make a formal complaint can do so either in writing by letter or by downloading a copy of the ‘Making a Complaint’ form or by requesting the form in writing from our head office at Age UK Lindsey, The Old School House, Manor House Street Horncastle. LN9 5HF

The form should be completed, signed and posted to our Head Office, marked for the attention of the Chief Executive Officer or completed and attached to an e-mail to info@ageuklindsey.co.uk

Please note only complaints submitted by letter in writing or on the appropriate form will be treated as a formal complaint, investigated and responded to.

I wish to compliment a member of staff or a volunteer

Compliments are valuable, welcome and important and when they are received, either verbally or in writing, they will be recorded.  Compliments enable Age UK Lindsey to:-

  • understand that our services are being provided to our clients satisfaction
  • provide positive feedback to our staff and volunteers
  • influence our charity and services development
  • inform our process of quality assurance and provide means of monitoring

If you would like to let us know that you are happy with the service you have received, you can do so by downloading this form and returning it to our head office by email or by post.  Alternatively, you can call us on 01507 524242, email our head office or request that we send you a copy of the form.

I would like to make a comment or a suggestion about your services

Comments and suggestions about our services are valuable, welcome and important, whether they are positive or negative and when they are received, either verbally or in writing, they will be recorded on our ‘Compliments, Comments and Suggestions’ form.

Comments and Suggestions enable Age UK Lindsey to:-

  • provide information that can lead to improvements in services delivery
  • provide positive feedback to our staff and volunteers
  • influence our charity and services development
  • inform our quality assurance programme and provide means of monitoring

If you would like to make a comment or suggestion, you can do so by downloading this form and returning it to our head office by email or by post.  Alternatively, you can call us on 01507 524242, email our head office or request that we send you a copy of the form.

 

Feedback Policy

Download our full Complaints, Compliments, Comments and Suggestions Policy.