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.