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Customer feedback

Age UK Sheppey would like to hear your views on any aspect of our service, or your experience dealing with us. We value your comments, both good and bad, and welcome the opportunity to learn and improve.

Compliments

We would love to hear from you if you are happy with the service you have received from us. It is important to know when things are working well and this will assist us with maintaining our standards and keeping our employees and volunteers fully informed.

There is a confidential ‘suggestion box’ located within our Rosemary House Centre which can be used for these purposes and appropriate matters are discussed at our weekly Management Meetings.

 

Complaints

Age UK Sheppey aims to offer effective and high quality services at all times, however, if your experience has not been to your satisfaction then you may wish to make a complaint to the charity.

If you have identified a problem with our services, then to help us resolve as quickly as possible, you need to be clear about the particular issue and what you think should be done about it.

If you are not sure about what could be done, the first step would be to discuss possibilities with a member of staff. If you need help in explaining the issue then a friend or member of your family could assist you.

 The First Step – Problem Solving

Please tell the person you are dealing with or someone senior to them what the problem is. They will do their best to quickly find a solution to the problem that is satisfactory to everyone involved.

Most problems can be resolved as simply as this. However, if it is not, then please make a formal complaint.

 The Second Step – Formal Complaint

Putting your complaint in writing (including email) can be the clearest way of making your point. However, if you prefer, you can make your complaint by telephone. Tell the person answering the phone that you wish to make a complaint and that you wish to speak to either the General Manager or the Operations Manager, you can also arrange a meeting with the Chief officer.

 

Complaints in writing should be directed to:

Kerry Moore, Chief Officer 

Age UK Sheppey

Rosemary House

43 Trinity Road

Sheerness

Kent ME12 2PF

Tel: (01795) 662562

Email: kerry.moore@ageuksheppey.co.uk

Receipt of your formal complaint will be acknowledged in writing within 2 working days. The complaint will be thoroughly investigated fairly and sensitively and a written response to the complaint will be made available to you no later than 28 days of your complaint being made.

 The Third Step – Complaints Review

If your problem has not been resolved to your satisfaction, you are entitled to put your complaint to the Age UK Sheppey Trustees who will review your complaint fairly.

If you feel at any time that your voice is not being heard, it might be beneficial to seek the support of an independent advocate.