Complaints Policy

Any individual or organisation may lodge a complaint with Age Concern Fakenham Area Minibus Service

  1. about any matter over which Age Concern Fakenham Area Minibus Service has control and that they consider gives grounds for a grievance.

    Some examples may include:

    •  Complaints about the conduct of a member of Age Concern Fakenham Area        Minibus Service
    •  Complaints regarding facilities or service

  1. Our emphasis is on achieving understanding, resolving as many issues as possible and preventing recurrence. Consequently all complaints will be treated with respect and in the strictest confidence.

  2. All investigations into complaints received will take into account the rights of the complainant and any individual about whom the complaint refers.

  3. Complaints are an important component of feedback and service improvement. We aim to ensure that all feedback is communicated to the appropriate person and the committee of Age Concern Fakenham Area Minibus Service

Procedure

Informal Complaint Resolution
Where possible, the complainant should raise and resolve the issue as close as possible to its point of origin (the source of the grievance) as soon as practicable after the event. Written complaints procedures should generally only be used where attempts at informal resolution have been unsuccessful or would not be in the best interests of the complainant.

Written Complaints
Where an informal approach is not in the best interests of the complainant, or where the complainant does not feel that informal resolution has produced a satisfactory outcome, a written complaint should be lodged with the Chairperson of Age Concern Fakenham Area Minibus Service.

A written complaint must contain a clear statement of the grounds for the complaint and include supporting evidence where appropriate.

The Age Concern Fakenham Area Minibus Service Chairperson on receiving the complaint will notify other committee members and immediately file the complaint. The Chairperson will then send written acknowledgment of receipt to the complainant as soon as possible.

Investigation of the complaint may include speaking with the individuals concerned and recording the information in writing. A letter addressing all elements of the complaint will be sent to the complainant at the conclusion of the investigation. Where further investigation is required, the Chairperson will keep the complainant fully informed of progress in writing, and negotiate a revised time-frame if necessary.