Age UK Croydon does recognise that there may be occasions when people may be dissatisfied with the service they have received. In these circumstances, the person concerned will be made aware of the complaints policy.
Age UK Croydon encourages you to get in contact by letter to Age UK Croydon Head Office, 81 Brigstock Road, Thornton Heath, CR7 7JH; by phone on 020 8686 0066; by email to firstname.lastname@example.org; or in person.
An online contact form is also available on our contact us page.
Dealing with complaints
In the first instance the service manager will investigate the complaint. Following the investigation the manager will respond to the complainant within 28 days. If however the issue has not been resolved the complaint should be forwarded to the Chief Executive who will appoint a member of the senior management team to investigate the complaint further. Under normal circumstances the senior manager will respond within 28 days giving a full explanation of the decision. If the Complainant is not satisfied the senior manager will refer the complaint to the Chief Executive or member of the Board of Trustees who will review the complaint and respond to the complainant as soon as possible and within 28 working days. If the complainant is not satisfied they should be informed of their right to contact the Charity Commission.
The complainant should provide contact details and the nature of the complaint so it can be investigated fully.
The full Age UK Croydon complaints policy is available for download below. Hard copies are available by request, and Age UK Croydon is happy to clarify any points within the policy when asked.