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Comments, Compliments and Complaints

Help us to make sure that the service you receive from us meets your needs and expectations.  We welcome your:

• Comments and suggestions – please tell us how we can improve what we do and what new services, activities etc. you’d like us to provide.
• Compliments – please tell us when we get things right; or when a member of staff or volunteer is especially helpful to you.
• Questions – please contact us if you want more information about any of our services, how the charity is managed etc.
• Complaints – please tell us if you’re dissatisfied, in any way, with the service you receive from us.

If you choose to write to us with your comment, compliment, enquiry etc., we’ll reply to you in writing.

How We Will Deal With Your Complaint

Step 1: If it’s appropriate and you feel comfortable doing so, please complain to the member of staff/volunteer involved.  Many problems can be sorted out immediately.  If not, please ask to see their supervisor.

Step 2: If you feel unable to complain to the person involved, or you are still dissatisfied, please contact the charity’s Chief Officer who is responsible for all the charity’s services.  He’ll look into the matter and give you an initial response within seven days.  Some complaints may take a little longer to investigate, but the Chief Officer will keep you informed of progress.

Step 3: If you remain dissatisfied or if your complaint is about the Chief Officer, please write to the Chairman of Age Concern Bolton at Age Concern Bolton, 72 – 74 Ashburner Street, Bolton BL1 1TN.  Please mark your envelope CONFIDENTIAL.  You’ll receive an initial response within 14 days.

PLEASE REMEMBER:  You have a right to complain.  Your complaint will be dealt with in confidence, seriously, thoroughly and quickly.

How to Contact Us

Please contact us in whichever way is easiest for you.  This can be:

• face to face – please ask to speak to a member of staff
• by telephone (tel: 01204 382411) – please ask to speak to the Chief Officer
• in writing – please write a letter addressed to the Chief Officer at Age Concern Bolton, 72 – 74 Ashburner Street, Bolton BL1 1TN or pick up and complete our ‘Comments, Compliments and Complaints’ leaflet, available from our Centres
• by e-mail  postmasterageconcernbolton.org.uk
• using this contact form

Name:

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Service: Comments, Compliments and Complaints

Please state your enquiry or message:

If we need to contact you for further information, please indicate which of the following is/are most convenient:

telephone call in the morning
telephone call in the afternoon
e-mail contact

Age Concern Bolton will record and store this information, confidentially, with your consent. If you do not wish us to keep this information please tick this box.

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