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Complaints Policy

Complaints Policy
Last Updated: 10/07/2024

Purpose: To ensure that all complaints are addressed promptly, fairly, and in accordance with the policies and practices of Age Concern Twyford and District.

Procedure:

Initial Complaint Submission:

Any complaint from a service user of the Day Centre, a member of the public, staff, or volunteers should be directed initially to the Day Centre Manager.

Escalation Process:

If the complaint is not satisfactorily resolved by the Day Centre Manager, it will be escalated to the Chairman of the Board of Trustees.

Acknowledgment and Response:

Age Concern Twyford and District will acknowledge the complaint within one week of receipt.

A written response will be provided within twenty-eight days of acknowledgment.

Continued Dissatisfaction:

If the complainant remains dissatisfied after the Chairman's review, the complaint will be further examined by the Chairman of the Board of Trustees.

The Chairman will review the circumstances surrounding the complaint and make a final decision.

Impartial Review and External Advice:

To ensure impartiality and adherence to the association’s policies, it may be necessary to seek external professional advice.

Commitment to Fair Resolution:

The Trustees will endeavour to reach a swift and fair resolution based on informed advice.

This policy ensures that all complaints are handled with the utmost care, fairness, and professionalism.

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