Feedback, Comments and Complaints

Get involved. Stay in touch. Support our work.

We Listen: We put older people at the heart of all we do to achieve the best personal outcomes for those that seek our support. We listen to older people and use what they tell us to be a champion for their rights, dignity and respect.

We Learn: We welcome innovation and creative solutions to achieve the results older people want. We are committed to the improvement and growth of the people who work with us through personal development and lifelong learning.

We Care: We are compassionate and caring in everything we do. We recognise the diversity of lived experience and will challenge discrimination wherever and whenever we see it. We build relationships on trust, openness and integrity. We support one another to achieve their best.

If you would like to give us feedback or make a complaint, you can reach us at:

Email: information@acmorgannwg.org.uk

Tel: 01443 490650

Or write to us at:

Age Connects Morgannwg

Cynon Linc

Seymour Street

Aberdare CF44 7BD

Feedback and comments

Age Connects Morgannwg values and encourages all feedback, good or bad, to help us understand what we are doing right, and what we can do better. As an organisation, we are committed to delivering services at the highest quality standard, and are always striving towards continuous improvement.

Your feedback and comments will be recorded and passed onto the relevant person, team or service. We may ask you if we can use your comments and feedback to promote our work.

Complaints

All complaints will be dealt with confidentially, fairly and transparently. It may be possible to resolve complaints about the service you’ve received in person, but if this is not possible or you don’t feel comfortable doing so, we encourage you to contact us using any of the above methods.

How we deal with complaints:

• We will acknowledge your complaint within 5 working days of receipt and send you a copy of our complaints policy.

• We may need to ask for further information that will help us with our investigation.

• We endeavour to resolve most complaints within 20 working days of receipt. If further investigation is required, we will keep you informed of progress.

• We will contact you about the findings and outcome of our investigation.

If you are still unhappy:

If you are unhappy with our handling of your complaint, you can contact the Charity Commission via its website www.charitycommission.gov.uk.

Or by telephone 0300 066 9197.

Or in writing via their online contact form.

Get in touch today.