Complaints

How Do I Make a Complaint?

As a caring organisation, Age UK Norfolk is determined to provide the best possible service to everyone. We are keen to receive any comments, suggestions, adverse comments or criticisms you may have about our services. We seek to ensure that everything we do is of the highest quality and when we fall short, a complaint is appropriate. We take seriously any complaint or expression of dissatisfaction with our services and will respond fully to your concerns.

A summary of our complaints procedures is described below. We aim at a satisfactory resolution of complaints, which are treated in the strictest confidence. Services to you from Age UK Norfolk will not be affected.

There are three stages to our complaints procedures:

Stage One

If you are not satisfied with Age UK Norfolk you can inform any member of staff or Trustee either verbally or in writing. The complaint can be on your own or on someone else’s behalf. The staff member will try to answer any questions you may have and will pass your complaint on to the relevant manager. Any concerns you may have should be dealt with at this stage in a way that is totally satisfactory and the relevant manager involved will ensure you receive a response to your complaint.

Stage Two

If you are not satisfied after Stage One you may make a formal complaint (preferably in writing) to the Chief Executive at the following address:

Age UK Norfolk
300 St Faith’s Road
Old Catton
Norwich
Norfolk
NR6 7BJ

You will receive an acknowledgement and a member of staff will be delegated to investigate your complaint. A comprehensive investigation will take place and facts and evidence will be collected. A written detailed response will be sent to you within 28 working days of receipt of your letter.

Stage Three

If you are still not satisfied you may ask for a review to take place by contacting the Chief Executive’s Office. A Review Panel will be established and will include someone who is independent of Age UK Norfolk and at least one member of the Board of Trustees. You will be able to bring someone with you for guidance or support. A formal response by the Review Panel will be prepared in writing and sent to you.

Please contact the Chief Executive’s Office for a copy of our Complaints and Adverse Comments Procedures (T 01603 785235 or E paula.skelton@acnorfolk.org.uk).

Back to the Frequently Asked Questions page