Age UK Richmond upon Thames provides a range of services for the older people and their carers/relatives in the borough.  We aim to offer services of a high standard, but we do recognise that occasionally things can go wrong.  We need you to let us know if there are any complaints or problems.  We also welcome any comments or suggestions on how to improve our services.

If you are unhappy with any aspect of our work, we would like to hear about it.  We value all feedback, both good and bad, and welcome the opportunity to learn and imporove.

How to make a complaint

Complaints should be raised witin 3 months of the matter in question

Complaints should be directed to:

Penny Grant
Office Administrator
Age UK Richmond upon Thames
Suite 301, 3rd Floor
Parkway House
Sheen Lane
East Sheen
London SW14 8LS

Tel:  020 8878 3625


How we will respond

  • We will treat your complaint seriously.
  • We will endeavour to address complaints made by telephone, email and in person at this stage or at the latest within 5 working days from the first point of contact.
  • Complaints made in writing will be acknowledged within 5 working days.  Please give us as much detail as possible and we will contact you if we need more information.
  • If we need to make further investigations, we will confirm that we have received your complaint and seek to resolve the complaint within 28 days and you will be notified if there is a delay within that 28-day period.

What happen next?

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

Age UK Richmond upon Thames is a registered charity (1084211) and company limited by guarantee.  Registered in England and Wales number 4116911.  Age UK Richmond registered office address: Suite 301, 3rd Floor, Parkway House, Sheen Lane, East Sheen, London SW14 8LS.