Age UK Solihull believes that those using its services should find it easy to make a complaint and/or register a concern. It is our policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better services. This section is intended to ensure that complaints are dealt with properly and that all complaints or comments by service users, and their relatives and carers, are taken seriously.
When dealing with complaints it is not our intention to apportion blame, consider the possibility of negligence or to provide compensation. It is NOT part of our disciplinary policy.
We will listen to your complaint or concern and aim to deal with it swiftly, openly, fairly and honestly. You will be able to fully express your concerns and will not be discriminated against.
If you require assistance and/or support to make a complaint or to express concerns, we can provide you with and Advocate who works independently. The Advocate will ensure you understand your rights, explain choices and, if you wish, represent your views.
If you wish to make a complaint or express concerns about any Age UK Solihull service in the first instance you may contact the Lead Officer of the service by contacting us on 0121 704 7840 and indicating which service your complaint relates to. If you do not wish to do this you may speak in confidence to the Head of Services, Lucy Garratt, or the Chief Executive Officer, Anne Hastings, on 0121 704 7840.
You may also make your complaint in writing to:
Anne Hastings, Chief Executive Office, Age UK Solihull, The Core, Central Library Building, Homer Road, Solihull, B91 3RG
If you make a written complaint it will be acknowledged within 5 working days and any investigation will be concluded within 28 days. We will aim to keep you fully updated on the progress of your complaint.
Any positive feedback received due to the provision of good service by either a team or an individual will be passed on to the person(s) concerned and a record kept on their personnel/volunteer file. Any positive feeback received from service users, their relatives and their carers, will be acknowledged.
Compliments and positive feedback can be received via our website or via email at firstname.lastname@example.org
Alternatively please contact us by telephone on 0121 704 7840 and indicate which service or person your compliment relates to.