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Age UK Complaints procedure

Making a complaint about a local Age UK

Age UK, the national charity, works in partnership with over 140 local Age UKs. Whilst we share a common brand, each local Age UK is an independent charity, responsible for its own staff and day-to-day running. Age UK, the national charity, is not a head office or governing body for any local Age UK. If your complaint is about your local Age UK then you can contact them directly and request/use their complaints procedure.

You can find your local Age UK here.

Making a complaint about an Age UK shop

Age UK, the national charity, operates more than 250 charity shops throughout England and Wales.

Our partner organisations (known as local Age UKs) are independent and responsible for their own fundraising and many of them manage their own independent shops to raise vital funds for their local community.

Before contacting us, please use the charity shop search tool to identify the shop that you would like to give feedback about. If your complaint is about a local Age UK shop then please contact the organisation. However, if your complaint is about one of our retail shops here at the national charity then we will appreciate hearing your thoughts.

If you're unhappy with any aspect of the national charity's 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:

Supporter Engagement Team
Age UK
7th Floor
One America Square
17 Crosswall
EC3N 2LB. 

Tel: 0800 169 87 87

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.

The data you provide will be stored in line with our Privacy Policy.

What happens next?

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

If your complaint is about Age UK's fundraising and you are unsatisfied with Age UK's response then 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 AgeCo Limited. AgeCo Limited is registered in England and Wales number 3156159. AgeCo Limited registered address: 7th Floor, One America Square, 17 Crosswall, London EC3N 2LB.


Last updated: Oct 19 2022

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