Age UK Kensington & Chelsea aims to provide a consistently high quality of service to all its clients. However, we are aware that there may be times when the service falls short of the standards we set ourselves.
If you experience any problems at all with our service, we hope that you will not hesitate to let us know. Only when we know that there is a problem can we do something about putting it right. We are also keen to hear any comments you may have about the service which could help us to make improvements. Whatever you have to tell us, we will respond courteously, and we will address the concerns you raise as swiftly and effectively as we can.
How to Make a Complaint
If you need to make a complaint, your first step should be to contact the manager of the service who will discuss the details of your complaint with you. It may be that the matter can be settled to your satisfaction in the course of this conversation. If this is not the case, your concerns will be noted and investigated.
We undertake to carry out this investigation, and report back to you as quickly as possible, normally within five working days.
If, after this, you continue to feel that your concerns have not been satisfied, you have the option of asking for the issue to be dealt with more formally.