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PROCEDURE
FOR COMPLAINTS,
COMPLIMENTS AND COMMENTS
We hope that
you find the services provided by Age Concern York helpful and supportive.
We would always welcome your comments and suggestions on how our
services could be improved. Naturally, being told when we do things
particularly well pleases and encourages us, but if you have a complaint
we like you to let us know so we can look into the matter.
In the first
place, please give your complaints, compliments and comments to
the Organiser of your service whose name and photo are at the top
of the web page about their service
In the case
of a complaint, if there is a problem which remains unresolved by
the service Organiser. , you may contact the Chief Officer of Age
Concern York, who may ask you to put your comments in writing or
arrange for your comments to be recorded and agreed with you. We
hope that by this stage any difficulty would have been solved. However,
if you are unhappy, you have the right to approach the Complaints
Committee of Age Concern York's Executive Committee, and you may
have a friend/relative with you when you attend the Committee meeting.
The Organiser
of your service, the Chief Officer of Age Concern York and the Complaints
Committee of Age Concern York's Executive Committeecan all be contacted
at:-
Age Concern York
70 Walmgate
York YO1 9TL
Tel: (01904) 627995
Finally, if
you still feel dissatisfied, you have the right to refer a complaint
to the Executive Committee of the Standards Council for Domiciliary
Care. This applies only to the In Safe Hands and Hospital Aftercare
schemes. We would be happy to provide you with the Standard Council's
leaflet on their own cornplaint's procedure please request this
at the address given above.
What we undertake
to do
We welcome comments on our services from those who use them. All
complaints and comments will be considered promptly, a serious effort
will be made to resolve any problems and a personal and courteous
response will be given. All compliments will be brought to the attention
of those who have earned them.
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