Comments, Compliments, Suggestions and Complaints

Age Concern Central Lancashire

1.    Aims of the Comments, Compliments, Suggestions and Complaints Policy

The aims of this policy are to ensure that:

-It is as simple and straightforward as possible for individuals to make complaints, suggestions and compliments about the organisation
-The individual feels that their complaint has been properly investigated, even if the outcome does not uphold their complaint
-The individual is kept informed of the progress of their complaint and is told who is dealing with it
-The organisation responds to complaints within a reasonable time and in a courteous and efficient manner
-The individual is told how to take the complaint further if they are not satisfied with the outcome of the investigation
-The organisation learns from complaints, concerns and suggestions and where appropriate, takes action to improve the quality of its services
-Compliments are recognised at a team level, and at an individual level support staff recognition and motivation.

2.    Definitions

Complaints

A complaint is an expression of dissatisfaction about the organisations action or lack of action or the standard of service

Concerns

When an individual raises a ‘concern’ this is normally the first sign that something is going wrong in the eyes of that person. Every possible attempt should be made to resolve the concern

Suggestions

An idea or proposal made by a individual about the organisations service.

Compliments

A deliberate expression of satisfaction with a service, a response or any other action which has been specifically singled out for praise by the individual

3.    Complaints Procedure

Stage 1: Informal

If you are unhappy about any Age Concern service or activity, please speak to the relevant staff member, service manager or Deputy Chief Executive

If you are unhappy with an individual’s behaviour sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the staff member's manager or the Deputy Chief Executive

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days

Stage 2: Formal

If you are not satisfied with our response or wish to raise the matter more formally, please write to or notify the Deputy Chief Executive. (If your complaint is about the Deputy Chief Executive, please write to or notify the Chief Executive.)

All complaints will be logged. You will receive a written acknowledgement within five working days from the Deputy Chief Executive

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out the organisations response and planned a course of action. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

We will then keep you informed about progress every 15 working days.

Stage 3: Formal

If after we have responded you are not satisfied, please write to or notify the Chief Executive. If the complaint cannot be resolved, the Chief Executive will report the matter to the next Board of Trustees meeting, which will decide on any further steps.

All complaints will be treated confidentially.

The complaints log will be monitored regularly and reviewed annually by the Board of Trustees.

4.    Responding to Comments, Suggestions and Compliments

All comments and suggestions about the organisation should be acknowledged, either by phone, face to face or in writing within two working days of receipt. Any suggestion should be passed to a senior officer or manager for information and for a decision as to whether any service improvements can be made as a result. If a service improvement can or will be made the individual should be informed. This will show the individuals that their feedback is taken seriously and will encourage them to feed back again.

Compliments should be acknowledged and the individual should be thanked for taking the time to compliment the service or a member of staff within two working days of receiving the compliment. The compliment should be shown to a senior officer or manager. If the compliment is about a member of staff, the member of staff should be informed by their manager.

A copy of all suggestions, compliments and any actions taken as a result should be sent to the relevant senior manager, who will record them accordingly.

The designated complaints officer is the Deputy Chief Executive.

Age Concern Central Lancashire, Arkwright House, Stoneygate, Preston, PR1 3XT

The Chief Executive, can be contacted at the same address as above

Approved by Trustees:    5^th October 2009

Next Review Date:             October 2011