Complaints Policy

Procedure:

Initial Complaint Submission:

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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.

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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.

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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.

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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.

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

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Impartial Review and External Advice:

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

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Commitment to Fair Resolution:

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

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