Age UK Norfolk, complaints procedure

Age UK Norfolk is committed to the provision of high quality services and we are always looking at ways that we can make improvements.  We want our customers and service users to be satisfied with the services they receive from us.  However, if you are not satisfied with any aspect of our work then we want you to tell us.  
Our complaints process has three stages:

  •     Stage One – Clarification and early resolution.
  •     Stage Two – Formal Complaint.
  •     Stage Three – Appeal.

We see our complaints process as a positive mechanism in improving standards, allowing us to learn from people’s experiences of our services and consider feedback from customers as valuable information in helping us put things right if they go wrong.

Our Complaints and Adverse Comments Policy and Procedures aim to deliver a complaints service that is fair, clear and customer-focused.  We are committed to getting the process right, being open and accountable, acting fairly and proportionately and achieving a satisfactory outcome.

What should I do if I am not satisfied?

Stage One – Clarification and early resolution

If you are dissatisfied with any aspect of our work, in the first instance, please express your dissatisfaction to any member of staff or one of our service managers.  You can do this:

  • In person, to a member of staff.
  • In writing.
  • By telephone.
  • By e-mail to the Manager of the service.

This is your opportunity to explain why you are dissatisfied and our opportunity to try to take immediate action and achieve an early resolution, thus preventing the complaint entering the next stage.

What if I am still not happy?

Stage Two – Formal Complaint

If you remain dissatisfied you will be informed about our formal complaints process.

Formal complaints should be made in writing and sent to the Chief Executive of
Age UK Norfolk at:

Age UK Norfolk
300 St Faith’s Road
Old Catton
Norwich
Norfolk
NR6 7BJ

Your complaint will be acknowledged and you will be informed of who the investigating officer is and you will be sent a full copy of Age UK Norfolk’s Complaints and Adverse Comments Policy and Procedures.

Your complaint will be investigated by the relevant Head of Department who will review all relevant documentation and carry out interviews with staff and other relevant parties.

For reasons of confidentiality, the matter will not be discussed with external agencies without your express consent
   
You will be kept informed about the progress of the investigation.

Following their investigation, the investigating officer will provide you with a full response within 28 days of the complaint being received, although there is scope within the complaints procedure - in exceptional circumstances  where a complaint is very complex - to allow more time for the investigation to be
undertaken.

What happens if I am not happy with the response to my complaint?

Stage Three – Appeal

Our complaints policy explains a complainant’s right of appeal if you remain dissatisfied with the outcome.

Taking Your Complaint Further

If your complaint involves one of our services commissioned by Norfolk County Council, you are entitled to complain directly to Norfolk County Council by:

Compliments and Complaints Manager
FREEPOST IH 2076
Norwich
NR1 2BR

The Local Government Ombudsman (LGO) scheme looks at complaints about councils and all types of care service for adults in England.  If you are not satisfied with how Norfolk County Council has dealt with your complaint you can complain to the LGO.  In addition, our information will explain that a complaint can be directed to the LGO’s office at any time, but that they will usually only take action when Norfolk County Council’s investigations have been completed. 
Contact details for the LGO are:

PO Box 4771
Coventry
CV4 0EH
Telephone: 0300 061 0614
www.lgo.org.uk

To request a copy of our Complaints and Adverse Comments Policy and Procedures, please contact the PA to the Chief Executive, Paula Skelton (01603 785235 or paula.skelton@ageuknorfolk.org.uk).