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For information on how to complain, comment or give feedback on our services, scroll down the page.

Registered charity No. 299988
Company No. 2272550

Our Commitment to Quality

We provide a wide range of services to people in the borough.  We need your help to make sure we are providing the right services in the right way, so we welcome comments and suggestions.

We are committed to providing services of the highest quality.  Sometimes things go wrong and you might want us to sort out a problem.  We take any complaint seriously and will do our best to resolve any issue as quickly and sensitively as possible.

How to make a complaint, a comment, or sort out a problem

Often problems can be resolved by speaking direct to the appropriate person.  A copy of our Complaints Procedure is available at all our centres, or by following this link.

An informal complaint should be made to the relevant member of staff responsible for the activity concerned either by telephone or in person.  If you are unsure which member of staff to contact, informal complaints should be addressed to the Chief Executive who will pass the complaint on to the appropriate person.

If the member of staff cannot resolve your informal complaint it will be passed to their line manager to deal with and wherever possible we will respond to you within 24 hours.

If you remain dissatisfied or if the complaint is of a very serious nature, you may wish to lodge a formal complaint.  In this case you should write to:

Shane Brennan

Chief Executive

Age Concern Kingston upon Thames

14 Nelson Road

New Malden

KT3 5EA.

If you have benefited from one of our services and would like to thank us by making a gift or donation, you can find more information here.