The Community Advice Hubs aim to provide a consistently high level of service to residents in the Borough of Solihull. The Community Advice Hubs are managed by Age UK Solihull and adhere to its policies and procedures. The Charity’s complaints and compliments policy is designed to protect those that the Charity exists to help; to be responsive to the views of everyone concerned with the welfare of people in later life; to assist in the review and improvement of its services; and also to provide a fair hearing for anyone against whom a complaint is made.
Any positive feedback received due to the provision of good service by either a team or an individual will be passed on to the person(s) concerned and a record kept on their personnel/volunteer file. Any positive feedback received from service users, their relatives and their carers, will be acknowledged.
Compliments and positive feedback can be received via our homepage or via email at admin@solihullcommunityhub.org.uk
Alternatively please contact us by telephone on 0121 704 7840 and indicate which service or person your compliment relates to.
Age UK Solihull believes that those using its services should find it easy to make a complaint and/or register a concern. It is our policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better services. Our policy to ensure that complaints are dealt with properly and that all complaints or comments by service users are taken seriously and will be acted upon in an open, fair and honest manner.
When dealing with complaints it is not our intention to apportion blame, consider the possibility of negligence or to provide compensation.
Services we provide to you will not be affected because you have made a complaint.
If you require assistance and/or support to make a complaint or express concerns we can provide you with an appropriate person to support you.
If you wish to make a complaint or express concerns about any Age UK Solihull services, in the first instance you may speak to the member of staff or volunteer concerned or ask to speak to the manager of the service as we may be able to resolve your complaint informally.
You have the right to make a formal complaint. Formal complaints relating to the Solihull Community Advice Hubs and it's services should be directed to Solihull Council as they are the commissioners of this service.
Complaints about the Solihull Community Advice Hubs will follow the ‘Adult Care and Support Process for Solihull Council’s Contracted Providers when Dealing with Formal Complaints’. Solihull Council Performance and Complaints Team can be contacted in writing to the Children's and Adults Complaints Team, The Council House, Solihull, B91 3QB, by email candacomplaints@solihull.gov.uk or by telephone on 0121 704 8296.
If you would like to make an informal complaint please contact Age UK Solihull by email to complaints@ageuksolihull.org.uk, by telephone on 0121 704 7840 or via the Age UK Solihull website