Your Right To Make A Suggestion, Complaint
Or Compliment

Age Concern East Sussex 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 on 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 you should do

First call the person you have been dealing with and give them details of your complaint or suggestion. You will be listened to and your comments taken seriously.

In the case of a complaint, a written report will be made detailing what went wrong, who was involved and when the problem arose. You will also be told who is dealing with the problem. A copy of the written report will be given to you if you wish.

If you find you are not satisfied by the discussion with the person concerned then you can take things further. The next person to contact is the department manager. If you are still not satisfied you may write to our Director and then to our Chairman. Should these steps not resolve the problem then our Complaints Panel will deal with the matter. The panel consists of two trustees and one independent panellist.

Our Promise

At all times you will be treated fairly and with courtesy. All your concerns will be taken seriously and every effort will be made to ensure that you are satisfied with the outcome.

Things you should know

• You have a right to see any records we have about you
• You may bring a friend to any of the discussions
• Your affairs will be kept confidential unless you permit otherwise
• We will visit you if you are unable to come to the office
• All discussions will be held in private