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AgeTrust – Age Related Diseases & Health Trust

Complaints policy

Last updated October 2026

We try to get things right, and when we do not, we want to know. A complaint is any expression of dissatisfaction with our services, our volunteers, our fundraising or the way we have treated you. This page explains how to complain and what you can expect from us.

How to complain

  • Phone: 0121 820 3901 (Monday to Friday 7am – 7pm)
  • Email: info@agetrust.co.uk
  • Post: Age Related Diseases & Health Trust, Radfield House, Stafford, Staffordshire ST17 4AP

You can ask a relative, friend or advocate to complain on your behalf. If you need help putting your complaint in writing, call us and we will write it down with you.

What happens next

  1. Acknowledgement. We will acknowledge your complaint within three working days and tell you who is dealing with it.
  2. Investigation. A senior member of the team who was not involved in the matter will look into it. We may contact you to understand what happened and what you would like us to do.
  3. Response. We will send you a full written response within twenty working days. If it will take longer, we will explain why and keep you updated.
  4. Appeal. If you are not satisfied, you can ask for the complaint to be reviewed by our Chair of Trustees, who will respond within a further twenty working days. The Chair's decision is final within AgeTrust.

If you are still not satisfied

  • Fundraising: you can contact the Fundraising Regulator, which oversees charity fundraising in the UK.
  • How the charity is run: you can contact the Charity Commission for England and Wales, quoting our charity number 1124019.
  • Your personal data: you can contact the Information Commissioner's Office.

Our promises

  • Complaining will never affect the support you receive from us.
  • We treat complaints confidentially and share details only with the people who need to know.
  • We record every complaint, learn from it and report to the trustees on what we have changed.