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Tell us how we're doing

We are committed to providing high quality services and we welcome all feedback so that we can improve our services. 

Whether your comments are good, bad or indifferent we always want to hear what you think. 

If you would like to tell us your experience of using our services, please fill in the feedback form below.

Feedback Form

We hope that your comments about our services or activities are positive but we recognise that we may not always get things right.  If you are dissatisfied with any aspect of our services, a summary of our complaints process is below.

Our Complaints Process

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 Wiltshire's services or 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 but at the very least within 14 days.   

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 within 14 days of receiving the outcome of Stage 1.  Your complaint will be acknowledged and an internal investigation will be arranged. You will be informed of any decision in writing within 14 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 14 days of receiving the decision. An appeal must be made in writing and sent to: 

Chair of Trustees
Age UK Wiltshire
The Wool Shed
New Park St
SN10 1DY

Your appeal will be acknowledged and a meeting of a review panel comprised of three Trustees will be arranged.  The decision of the panel is final and will be communicated to you in writing within 28 days by a representative of the review panel. 

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

Read our full complaints policy and procedure

If you would like to provide feedback about any aspect of our services, please fill in the form below.  

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