Complaints
Age UK Leeds considers complaints as both an opportunity to learn and improve, as well as a chance to put things right for the person or organisation that has made the complaint.
Our complaints policy is:
- to provide a fair complaints procedure which is clear, accessible, and easy to use for anyone wishing to make a complaint.
- to publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
- to make sure everyone at the Charity knows what to do if a complaint is received.
- to make sure all complaints are investigated objectively and in a timely way.
- to make sure that complaints are, wherever possible, resolved and where relevant relationships are repaired; and
- to gather information which helps us to improve what we do.
Written complaints may be sent to the Charity by completing the complaints form. Completed forms should be returned to Age UK Leeds, Bradbury Building, Mark Lane, Leeds, LS2 8JA or by email to info@ageukleeds.org.uk.
Verbal complaints may be made by phone to 0113 389 3000 or in person to any of the Charity’s staff, volunteers, or Trustees. The person receiving your complaint will take details and record your complaint using our complaint form.
Complaints can also be made directly to the Charity Commission or, if the complaint relates to the use of the complainant’s personal information by the Charity, to the Information Commissioner’s Office (the ICO)