Comments, Compliments & Complaints

Every year Age UK Hillingdon Harrow and Brent help improve the lives of thousands of local people through a wide range of services

Our Services

We try to get our services right first time and every time and we always welcome positive feedback but occasionally, things do go wrong and when they do we also want to hear about it.

We value your feedback and use the information to help inform improvement. We take all complaints seriously.

Compliments and feedback

If you have had a good experience when using our services then we would love to hear from you. This is valued information. Positive feedback is welcomed by staff and helps us to understand when we get things right.

You can do this by speaking directly with a member of staff, writing to us by letter or email.

If you write to us we will ensure that, when specified, the member of staff and team concerned are told of your comments.

How do I pass on my comments or complaints?

You can speak to any volunteer or staff member of Age UK HHB regarding your concerns, comments or complaints.

If you would prefer to provide your comments in a letter or email, please do so. If you would prefer to speak with someone who can make a written record of your concerns for you please let us know and we will work with you to achieve this.

We will answer your concerns quickly and fairly. Your comments are import and can help us to put things right and improve services for other people.

We will treat your comments and your personal details in the strictest confidence in line with our Confidentiality Policy.

We hope that many problems can be resolved quickly and easily through a discussion with the person concerned or their manager.

What if I am unhappy with the response I receive?

Should you feel that your concerns have not been addressed through discussion with a member of staff, you can write to us to record a formal complaint.

What we will do when you contact us

If you contact us with a complaint, we will acknowledge receipt within 5 working days and undertake a thorough investigation.

If you are complaining on behalf of someone else, we may need to obtain their consent prior to investigating and responding to your concerns.

We will provide you with a written response within 15 working days. If you remain unhappy you can ask us to set up an Appeal Panel of Trustees of Age UK Hillingdon Harrow and Brent. They will provide a further written response and any decision they make will be final.

Please be assured that the services we provide to you will not be affected as a result of making a complaint.

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