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Age UK Somerset is committed to providing high quality services and we welcome all feedback so that we can improve our services.  We regard any complaint as an opportunity to turn a negative experience into a positive one and we recognise the value of dialogue in informing our decisions. 

Our complaints process has three stages:
Stage 1: Informal Problem Solving
Stage 2: Formal Complaint
Stage 3: Appeal 

What should I do if I am not satisfied?

Stage 1: Informal Problem Solving

If you are dissatisfied with any aspect of Age UK Somerset's charitable activities your comments should be expressed to the staff most directly involved (such as the Service Manager).  They will endeavour to understand the complaint and resolve the matter as quickly as possible. 

Complaints relating to the products, services or employees working on behalf of Age UK Somerset Trading Limited are subject to FCA rules and will be dealt with under a separate complaints policy.  In the first instance, complaints should be directed to a member of the Age UK Somerset Trading team. 


What should I do if I am still not happy?

Stage 2: Formal Complaint

If you are not satisfied with the result, you can make a formal written complaint.  Your complaint will be acknowledged and an internal investigation will be arranged. You will be informed of any decision in writing within 20 working days of the complaint being received, wherever practicable. 


What if I am not happy with the response to my complaint?

Stage 3: Appeal 

If you do not agree with the outcome of your complaint, you can appeal within 28 calendar days of receiving the decision. An appeal must be made in writing and sent to: 

The Chief Executive
Age UK Somerset
Ash House
Cook Way
Bindon Road
Taunton TA2 6BJ 

Your appeal will be acknowledged and a meeting of a review panel will be arranged.  The decision of the panel is final and will be communicated to you in writing by The Chief Executive. 

Age UK Somerset will treat your complaint seriously.  We are committed to being open and accountable, acting fairly and proportionately to achieve a satisfactory outcome. 

This is a summary of our Feedback and Complaints Policy.  To request a copy of our policy please contact us on 01823 345610.



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