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 improve.
As The Silver Line charity is a subsidiary of Age UK, we follow the Age UK complaints process.
Complaints should be raised within 3 months of the matter in question
Complaints should be directed to:
Customer Engagement Team
The Silver Line
1-6 Tavistock Square London WC1H 9NA
Tel: 0800 169 87 87
Email: [email protected]
· We will treat your complaint seriously.
· We will endeavour to address complaints made by telephone, email and in person within 2 working days.
· Complaints made in writing will be acknowledged within 5 working days.
· If we need to make further investigations, we will confirm that we have received your complaint and seek to resolve the complaint within 20 working days.
If your complaint has not been resolved satisfactorily a review will be conducted internally.
If your complaint is about The Silver Line fundraising and you are unsatisfied with our response you can escalate your complaint to the Fundraising Regulator. The Silver Line is a member of the Fundraising Regulator and agrees to fundraise in accordance with the Code of Fundraising Practice and the Fundraising Promise.