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Need to Complain?
We’re listening...
Here at Age Concern West Sussex, we provide a number of quality services aimed at assisting older people to maintain their independence.
We have lifestyle centres based in Crawley, Bognor Regis and Littlehampton which are used by hundreds of members every day of the week.
Over 378 staff and volunteers help us to deliver these essential services within the community and whilst we endeavour to ensure that the level of service we provide remains paramount, inevitably there may be an occasion that may raise a concern for you. For example, you may be unhappy with the way in which we handled your enquiry or perhaps feel you were treated without due respect. Or, you may have an issue regarding one of the services we provide, our policies, procedures or activities.
Initially, we will always try to resolve your complaint through courteous discussion. If for any reason this is not possible or you feel the issue hasn’t been resolved to your satisfaction then you may make a formal complaint.
You will be informed which member of staff is handling your complaint, what action is being taken and when you may expect a reply... all within 5 working days of receipt of your completed leaflet. To help us to make the procedure as smooth as possible please download our complaints leaflet and provide the requested information and details of your complaint. We will endeavour to prevent such a complaint or concern from arising in the future.
Our Complaints Procedure is to:
- Protect the interests of individual service users
- Improve the quality of our services by being responsive to the views of people affected by its services
- Enable service users, potential users and carers to comment upon or challenge decisions and information/advice given by us
- Provide an additional means of monitoring the performance of our organisation
- Maintain a customer care philosophy within Age Concern West Sussex