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Customer feedback

We are always interested to hear your views on any aspect of our service, or your experience of dealing with us.

Listening to your views

Age UK Thanet is committed to providing high quality services which meet your needs.  In order to do this we need to know what you think of the services we provide so that we can constantly review and improve them.  We value every complaint, comment and compliment we receive.


We would like to hear from you if you have any comments on the things we do and how we do them or feedback.


We would like to hear from you if you are happy with the service you have received.  It is important to know when we get things right so that we can maintain our standards and inform our employees and volunteers.


Our Service Users' views are important to us and help to ensure our services are consistently meeting people's needs.  If you are unhappy with any of our services, it is important you let us know.

How to make a complaint:

Complaints should be directed to:

Vanessa Wood, Chief Officer
Age UK Thanet Ltd.
Randolph House
Zion Place
Kent CT9 1RP
Tel: 01843 223881     

How we will respond:

  • We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.
  • We will keep you informed about the progress of the investigation.  We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.
  • When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:

°         Details of the findings

°         Any action we have taken

°         Our proposals to resolve your complaint

What happens next?

Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Local Government and Social Care Ombudsman and ask for it to be reviewed.  The Local Government and Social Care Ombudsman provides a free independent service.

You can contact them at:

The Local Government and Social Care Ombudsman

PO Box 4771

Coventry CV4 0EH

Tel.: 0845 602 1983 or 024 7682 1960

NB: The Ombudsman will not normally investigate a complaint until the provider has had an opportunity to respond and resolve matters.