Your right to make a suggestion, complaint or compliment
Age Concern Leicester Shire & Rutland is committed to providing high quality services. Sometimes things may go wrong. When they do, we want to know so that we can put them right.
We also want to know which things you think we do well and any suggestions for how we can improve services.
If you have a comment, suggestion or indeed a compliment, please let any member of our staff know. They will pass the information to the relevant person.
What To Do Next
Speak to the staff member providing your local service, somebody you already know. They will be pleased to discuss all aspects of the service with you and will try to resolve any problems or difficulties you may have. Your suggestion or complaint will be recorded to help us make our services more effective and efficient.
You can bring a friend or relative with you to any meeting and they can speak on your behalf if you wish.
You may prefer to discuss the matter with a manager at the local office.
What To Do If You Are Not Satisfied
If the local member of staff has not been able to resolve the problem to your satisfaction or you have felt unable to speak with them, please contact us at Lansdowne House. You will then be put in contact with the appropriate manager who will fully investigate your complaint.
If you are still not satisfied, you can ask for your complaint to be investigated by the Executive Director.
If you have exhausted the above options and are still not satisfied with the conclusion reached about your complaint, you have the right for the decision to be reviewed by a Complaints Review Panel.
What Happens At A Review
Your will have the chance to tell a panel of three people about your complaint. You can take a friend with you to the meeting and she/he can speak on your behalf.
The panel will be made up of two members of Age Concern Leicester Shire & Rutland's Executive Committee and someone who does not work for Age Concern Leicester Shire & Rutland.
The meeting will be as informal as possible.
The panel will decide on their conclusions within hours of the meeting and will then write to you giving their reasons.
Organisations willing to help you use the complaints service
Many people who wish to make a complaint wil want to talk to someone independent about it. This can help in sorting out their ideas, putting the complaint in writing or just getting an independent point of view.
There are many organisations which can be contacted for help. Some of these are listed here.
Leicestershire County Council Social Services
Fairdeal
Magazine Business Centre
Newarke Street
Leicester
LE1 5SS
Tel 0116 255 9711
Leicester Racial Equality Council
Charnwood Racial Equality Council
Guild Of The Disabled
The Guild Hall
Colton Street
Leicester
LE1 1QB
Tel 0116 251 5565
Leicestershire Centre For Deaf People
United Kingdom Home Care Association Ltd
Compliments
If you wish to compliment a member of staff or the organisation on any aspect of our services, you can write or speak to the Executive Director at:
Age Concern Leicester Shire & Rutland
Lansdowne House
113 Princess Road East
Leicester
LE1 7LA
Tel 0116 2992233