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.
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.
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
Henderson Business Centre
51 Ivy Road
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.
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:
Telephone: 0344 800 8020 (local rate)
Text: 07789 920916
In person at County Hall, Martineau Lane, Norwich, NR1 2DH
Letter (or by filling in a complaints form) and posting it to:
Compliments and Complaints Manager
FREEPOST IH 2076
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
Telephone: 0300 061 0614