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Everything you need to know about leaving feedback, making a comment, compliment or complaint.

Leaving Comments and Compliments

We are committed to providing outstanding Customer service, therefore we will always listen to what you tell us as it helps us to:

  • Improve our service
  • Celebrate what we do well
  • Highlight what we could do better

If you have a comment or compliment then please download our Please let us know what you think leaflet and return it. Alternatively, you can contact us with any comments or compliments by:

Email: feedback@ageukiw.org.uk

Telephone: (01983) 525282

Writing to us:

Feedback C/O Infrastructure Team
Age UK Isle of Wight
147 High Street
Newport
PO30 1TY

Making a Complaint

We understand there may be times when we don’t get it right and you may wish to make a complaint.

Age UK Isle of Wight wants to resolve complaints quickly, fairly and effectively. if you would like to know more about how we deal with complaints then please ask any member of staff for a copy of our Comments, Compliments and Complaints Procedure .

Definition of a complaint

A complaint is any expression of dissatisfaction with Age UK Isle of Wight, be it relating to a service, member of staff, volunteer or any other matter.

When we receive a complaint we will:

  • Acknowledge and respond to a formal complaint in writing
  • Respond within a stated period of time
  • Handle the complaint in a responsible and sensitive manner
  • Take appropriate and timely action where required

Complaints should be made in writing via email or letter, giving as much information as possible. A complaints form is on the back page of our Please let us know what you think leaflet. Support can be provided by Age UK Isle of Wight if assistance is needed.

Complaints should be addressed to:

Feedback C/O Infrastructure Team
147 High Street
Newport
PO30 1TY

Or emailed to: feedback@ageukiw.org.uk

Making a Whistleblowing Report

Age UK Isle of Wight is committed to the highest standards of openness, probity and accountability. If as a service user, or their representative, member of the public, volunteer or member of staff you have any suspicions or concerns of malpractice or impropriety you can make a Whistleblowing Report.

Definition of Whistleblowing

Exposing any kind of information or activity that is deemed illegal, unethical, or not correct within an organisation.

Whistleblowing Reports should be made to the contact details below for investigation, all such disclosures will be treated in a confidential and sensitive manner. The person making the report will be contacted by an appropriate investigating officer and steps taken in line with Age UK Isle of Wight’s Whistleblowing Policy and Procedure.

Whistleblowing Reports should be addressed to:

Feedback C/O Infrastructure Team
147 High Street
Newport
PO30 1TY

Or emailed to: feedback@ageukiw.org.uk