Age UK Manchester is committed to providing services of the highest possible quality, reflecting as fully as possible the views and wishes of the users of our services.
We acknowledge that, despite our best efforts, occasions may arise when users of the services, or other people who come into contact with Age UK Manchester, feel the need to express dissatisfaction. If we have made a mistake, or if there is room for improvement, we need to know in order to put matters right.
This complaints procedure is designed to ensure that any complaint is dealt with fairly and thoroughly. By ‘complaint’ we mean any expression of dissatisfaction. This procedure is made accessible to the public in the form of a poster, which is displayed in interview rooms and public reception areas, and a leaflet.
Complaints Procedure – Informal Complaint
Many misunderstandings or differences can be sorted out by discussing them with the volunteer or member of staff in charge at the time and the place that the complaint first arises.
Should the matter not be resolved in this way, it should be brought to the attention of the service manager who will make contact with the complainant to try and resolve the matter. Even if the matter is resolved it should still be fully recorded in the ‘Comments, Compliments, Complaints’ file. If these discussions do not resolve the difficulties, then the next step is a formal complaint.
Complaints Procedure – Formal Complaint
At this stage the complainant should be asked to complete a Complaints Form and to send it in confidence to the Chief Executive. A sample of the Complaints form follows. The Chief Executive will acknowledge a complaint within 5 days of its receipt. The complaint will be fully investigated, normally by the line manager of the person or persons directly involved in the complaint, and a report produced for the Chief Executive within 28 days. All complaints will be dealt with in the strictest confidence.
The investigation will be carried out fairly, and will not be dealt with by anyone directly involved in the matter. If any meetings are required, these will be arranged at a time to suit the complainant(s) and they will be entitled to bring a non-lawyer friend or relative along to represent them. The complainant will be kept informed if an investigation takes longer than 28 days.
It will be for the Chief Executive to decide what action, if any, it is appropriate to take in response to the complaint. The complainant will receive a written statement setting out the decision. A copy of the complaint and the decision will be kept in a named file - ‘Comments, Compliments and Complaints’.
Should the complaint be about the action of the Chief Executive, the role ascribed to the Chief Executive in the complaints procedure will be taken by a Trustee appointed by the Board for the purpose.