Skip to content

Comments & Complaints

Age UK Barnsley works at all times to provide high quality services for older people.

Your comments and complaints are important because they provide us with information about:

  • Which services you find most useful
  • Which services we may need to change
  • Which services you would like to see developed

If you are unhappy about any aspect of our services we hope very much that you will tell us.

There are two ways in which you can do this.

  1. Informal Procedure

A complaint can be made to any member of staff who works with Age UK Barnsley. 

All complaints will be acknowledged and investigated by the Manager of the relevant service or department and you will receive a reply within 14 days. If you are not satisfied or the complaint you wish to make is too serious to be dealt with informally then you should use the formal procedure.

2.  Formal Procedure

Complaints made using the formal procedure should be addressed to the Deputy Chief Executive Officer of Age UK Barnsley.  All complaints will be acknowledged in writing and will be investigated by an appropriate level Manager who will be named in the letter of acknowledgement. A response will ordinarily be given within 14 days.  However, in some circumstances this may not be possible but you will receive an explanation for the delay within 14 days and a full reply given within a month.

  1. Right of Appeal

 If you are not happy with the decision regarding your formal complaint you can ask the Chief Executive Officer in writing, within 14 days, to have the decision reviewed.  This review will be carried out by the Chief Executive Officer and will take place within 28 days.

  1. Register of Complaints

A register of all complaints and their outcome will be maintained by the Chief Executive Officer of Age UK Barnsley and will be available for regular inspection by the Board of Directors of Age UK Barnsley.