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Age UK West Sussex, Brighton & Hove is committed to providing quality services for older people that are equitable, accessible and effective.

If you are unhappy with any aspect of our work, we would like to hear about it. Age UK West Sussex, Brighton & Hove is determined to provide the best possible service to everyone.

We are keen to receive any comments, suggestions, adverse comments or criticisms you may have about our services.

We seek to ensure that everything we do is of the highest quality and when we fall short, a complaint is appropriate. We take seriously any complaint or expression of dissatisfaction with our services and will respond fully to your concerns.

We aim at a satisfactory resolution of complaints which are treated in the strictest confidence. Services to you from Age UK West Sussex, Brighton & Hove will not be affected. If you would like a complete copy of our complaints procedure please click on the link below or if you would like a copy posted to you, please contact us on 0800 019 1310 or email (for attention of Chief Operating Officer).

Age UK West Sussex Brighton and Hove Feedback and Complaints Policy and Procedure (March 2023)

How to submit a comment or make a complaint

Comments and complaints should be directed to: 

Chief Operating Officer 
Age UK West Sussex, Brighton & Hove 
The Laburnum Centre
Lyon Street
Bognor Regis
West Sussex
PO21 1UX

Telephone: 0800 019 1310
Email: (for attention of Chief Operating Officer)

How we will respond

  • Your comments will be reviewed by the relevant service manager
  • Your complaint will be given to the relevant service manager
  • We will treat your complaint seriously
  • Complaints made in writing will be acknowledged within 5 working days of receipt
  • The appropriate person will put the outcome in writing to you within 28 days

What happens next?

If your complaint has not been resolved satisfactorily you can request a review.