Complaints Policy

The Silver Line Complaints procedure

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.

How to make a complaint

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

Age UK

Tavis House

1-6 Tavistock Square London WC1H 9NA

Tel: 0800 169 87 87 

Email: [email protected]

How we will respond

· 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.

What happens next?

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.

 

The Silver Line Helpline registered in England & Wales as a Charity with number 1147330 & as a Company limited by guarantee with number 08000807, also registered in Scotland as Charity number SC044467. The registered office is at Tavis House, 1 – 6 Tavistock Square, London WC1H 9NA.

The Silver Line became a subsidiary of Age UK* on October 1st 2019.

Age UK, Tavis House, 1-6 Tavistock Square, London WC1H 9NA. Registered charity number 1128267. Company number 6825798. © Age UK Group and/or its National Partners (Age NI, Age Scotland and Age Cymru)