Age UK Sandwell aims to provide high quality services and products that meet all service users’ needs. There may be times when service users feel they would like to tell us whether or not Age UK Sandwell is achieving the standards they have come to expect.

COMPLIMENTS.
Please let us know if you think we are getting right. Most of our services are provided in association with volunteers; compliments are useful to let volunteers and paid employees know that they are succeeding!


COMMENTS.
You may find that there are areas where your comments could help us. Examples might be “Did you know that Age UK Sandwell did/didn’t do this?” or “I don’t understand that...” or “Have you thought of...” This is good feedback to us and will be acted upon. We do not normally give a response to your comments unless you specifically request that at the time you give us your comment.


CONCERNS and COMPLAINTS.
You may have something you wish to raise with us that you feel we could solve, or change the way we work for you. Examples might be “I asked for a fact-sheet and it hasn’t arrived”, “No one picked up my bag of clothes for the Age UK shop”, “I tried to contact you and couldn’t”. This may not be a serious complaint and we would hope to resolve it easily; if this is not possible, we will ensure that you get a response within seven days. Once we have responded, we would not normally reply again unless we felt it was necessary or you specifically request a second response.

If you need to use this procedure please contact:
Julie O’Toole - Chief Executive Officer
Age UK Sandwell
Pure Office 49
Broadwell Road

Oldbury

B69 4BY
Tel: 0121 314 4526