Age UK Essex is committed to providing a high quality service to everyone who engages with our work. One of the ways in which we can continually improve our service is by listening to, and responding to, our customers, supporters and others who use our services.
Making a compliment, comment or suggestion
We welcome compliments, comments or suggestions on ways to improve our service. These can be communicated to us by speaking to a member of staff or contacting us in one of the following way:
Send a letter to either the person with whom you have been dealing with into us at:
Age UK Essex
Widford Hall Lane
Off Tattersall Way
Making a formal complaint
If you wish to make a formal complaint about the service you have received, please contact the Service Delivery Manager of the service either:
- by sending an email to firstname.lastname@example.org
- by writing to the above address
We will acknowledge and make an initial response, where we can, to all complaints that we receive within five working days. We expect most complaints to be resolved within that time. However, if we need to conduct further investigations, we will aim to provide a full response within 20 working days of receipt of the complaint. If we require more than 20 working days due to exceptional circumstances (for example a key member of staff is unavailable) we will notify you in writing.
In the case of a complaint that we are unable resolve to your satisfaction, you have two months to decide whether to appeal. The appeal panel will consist of the Chairman, one Deputy Chairman and a trustee. They will ensure that due process has been followed, consider any new evidence, ensure that the decision reached was based on fact and consider whether appropriate action has been taken. The Appeal Panel will meet within 21 days of the written appeal being received and will write to all parties with within five working days of meeting.
- If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can raise it with the Fundraising Regulator:
- on their website www.fundraisingregulator.org.uk
- by writing to Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London N1 6AH
- by telephone 0300 999 3407