Age UK Complaints procedure

If you are unhappy with any aspect of our work, we would like to hear about it. We value all feedback, both good and bad, and welcome the opportunity to learn and improve.

How to make a complaint

Complaints should be raised within 3 months of the matter in question

Complaints should be directed to:

Christopher Stransom
Customer Engagement Manager
Age UK
Tavis House
1-6 Tavistock Square
London
WC1H 9NA

Tel: 0800 169 87 87
Email: contact@ageuk.org.uk

How we will respond

• We will treat your complaint seriously.
• We will endeavour to address complaints made by telephone, email and in person within 2 working days.
• Complaints made in writing will be acknowledged within 5 working days.
• If we need to make further investigations, we will confirm that we have received your complaint and seek to resolve the complaint within 20 working days.

What happens next?

If your complaint has not been resolved satisfactorily a review will be conducted internally.

If your complaint is about Age UK’s fundraising and you are unsatisfied with Age UK’s response you can escalate your complaint to the Fundraising Regulator. Age UK is a member of the Fundraising Regulator and agrees to fundraise in accordance with the Code of Fundraising Practice and the Fundraising Promise.

Age UK is a registered trademark of Age UK. The use of the name and logo is done so under licence between Age UK and Age UK Enterprises Limited. Age UK Enterprises Limited is registered in England and Wales number 3156159. Age UK Enterprises Limited registered address: Tavis House, 1-6 Tavistock Square, London WC1H 9NA.