Making a complaint

We are committed to providing the highest level of service to the people we support, the people who support us, those we work with, as well as anyone getting in touch with Independent Age. We aim at all times to operate transparently, with honesty and integrity, and, in so doing, try to ensure that the charity is not complained about. However, we recognise that sometimes things go wrong and when this happens, we are genuinely keen to hear from you. It will help us to learn, improve what we do and avoid it happening again.

We will always aim to resolve a problem as soon as you raise it with us. If we need more time to investigate your complaint, we will acknowledge your complaint within 5 working days and tell you when we expect to contact you again.

We expect in nearly all cases to write to you explaining our response to your complaint within 10 working days. If this isn’t possible, we will send you an update. Our aim is to send you a final response within 30 working days of receiving your complaint. If we can’t do this we will write to explain why and tell you when we will respond.

If you are not happy with our response or do not feel we handled your complaint as you would have expected, please let us know within 30 working days of our response. We will then escalate your complaint to a relevant Senior Manager who will review the response you received to ensure that: 

• the decision was fair
• all the issues you complained about were addressed
• any shortfalls in our service were put right
• the outcome was explained clearly to you

We will let you know who will be reviewing your complaint and they will respond you, by telephone or in writing, within 30 working days. 

If you are still unhappy with the response or do not feel we handled your complaint well, you can contact any of the below organisations, depending on the nature of your complaint: