Dreadful attitude when dropping donations into the shop in Bingley. I took some “high value” items into the shop and was pretty much ignored at the counter for several minutes. When the female attenda... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Male aged 65ish soon to be married served me with insulting lanuage regards personl apperances. I am the victim of hate crime and social media abuses inflicted by various organisations connected... See more
Company replied
My elderly father 86 rang Truro age uk and was told he lived too far away for them to offer any help they live a ten minute drive away.... I really do not understand why a charity promoting its self t... See more
Company replied
Company details
Written by the company
Contact info
Floor 7, One America Square, 17 Crosswall, EC3N 2LB, London, United Kingdom
- www.ageuk.org.uk
1.6
Bad
350 reviews
Replied to 92% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Sent bank detils for donation early…
Sent bank detils for donation early July.
heard nothing so emailed 3 weeks later.
Gues what told only receiovd it yesterday and has been actioned.
Over a month later standing order still not actioned.
Emailed once again as to why no action but haver not had courtesy of acknowledgement let alone a reply
July 24, 2025
Unprompted review
Reply from Age UK
Dear Mr Cook, thank you for your message. I am sorry you have experienced delays with your donation request, that does sound a little unusual, and I would be more than happy to look into this further for you and try to get to the bottom of what happened. Please could I kindly ask if you are able to email me directly to our feedback email address, which is feedbackatageuk@ageuk.org.uk with your address details and I can reply by return this afternoon?
Many thanks for being in contact and I hope I can get this sorted for you on the sooner side.
All best wishes, Claire, Age UK.
Another auto renew and double the price that I did not want
Took out annual travel insurance that ended last week. I never renewed and didn’t expect any more information. I received an email to state that my policy will be auto renewed and double the premium taken nearly £500. Age Uk blamed All clear and I received emails to confirm that my policy was not auto renewing but then receive letters today conflicting. Companies taking advantage of pensioners who pay premium for their cover but don’t like to stop there when a customer no longer wants further travel insurance.
August 26, 2025
Unprompted review
Reply from Age UK
Dear Diana
Thank you for sharing your experience with Age UK. We have reached out to our trading arm Age Co who they have confirmed that your complaint has been received and they are investigating this with their product partner AllClear. Please be assured that your review has been shared with Age Co and if you need any further assistance in this matter please do not hesitate to contact their Customer Relations Team who will be happy to help. You can call them on 0800 055 6205, this line is open 10am to 4pm Monday to Friday (excluding bank holidays), or you can email customer.relations@ageco.co.uk.
Kind regards
Amy - Age UK
Very bad experience on Sunday 25th…
Very bad experience on Sunday 25th August 2025. 12.00 noon. At Age UK, Pilsworth.
Have been dropping off bags over the last few weeks. Approx 24 big bags to date. Clothes, toys and books mainly. Never had a problem previously.
Latest visit to drop off two bags not so good. Mrs Grumpy approached first thing she said was ' we don't take books' no 'good morning' no 'hello how are you' nothing!
Then starts rummaging through bag and comes up with 'we're not taking toys at the moment'.
No signs on door, nothing to indicate this apparent change in policy.
We left our gift aid details and left.
Not a word of thanks, nothing.
I think she got out of the wrong side of bed.
Not what you expect from a charity that depends on the goodwill of the public. DO BETTER.
August 25, 2025
Unprompted review
Reply from Age UK
Dear Brian, thank you very much for taking the time to be in touch. I was sorry to read of your experience and will certainly pass on your feedback to my colleagues in retail to look into this further. We are grateful for all your support donating these items to us, and if I can help in any other way, please do kindly email me at feedbackatageuk@ageuk.org.uk with your best contact details. All best wishes, Claire, Age UK.
Are Age UK a bunch of crooks?
Age UK, apparently would like to sell a property that was left to Age UK on the condition that it was to be used to house older people. Apparently there is a Covenant in place to that effect. Guess what? The property is in Salcombe and worth a fortune......
Don't trust Age UK
August 23, 2025
Unprompted review
Reply from Age UK
Dear Phil,
Thank you providing us with the opportunity to respond to you directly. I have sent you an email.
Kind regards,
Amy - Age UK
I don’t recommend Age UK for Appointees
I don’t recommend Age UK for becoming someone’s appointee. I’m on high‑rate PIP and Universal Credit but only receive a very small weekly amount. Their process is excessively strict and slow—despite doing everything correctly and signing all the necessary paperwork, I still have to wait weeks to access any funds. With my birthday coming up, they haven’t provided my birthday allowance either, despite me following the correct process. I have a 22q11 deletion (22q11.2 deletion syndrome), and they refuse to speak to me directly, even though I have autism and struggle with communication. I’m completely ignored—I get no statements, no breakdowns, nothing to show where my money is going or when I’ll ever receive it. It’s deeply frustrating and unfair.
August 18, 2025
Unprompted review
Reply from Age UK
Dear Elliot, thank you for contacting us here at Age UK the national charity. I was so sorry to read of your experience. From what you have shared it sounds like you have been in touch with a 'local Age UK'. We work in partnership with over 110 local partners around the country, but they are independent charities to us here at the national charity. Would it be possible please for you to email us at feedbackatageuk@ageuk.org.uk with your concerns and best contact details, and if you were also able to share the local Age UK you have been dealing with, and we can do all we can to assist you further. Many thanks Claire, Age UK
Age uk Canning town
Age uk Canning town, Lesley Sales Assistant, like an old friend patient helpful, fun consistent and Graceful.
We had an Orange moment:-))Sue Assistant Manager warm friendly, welcoming, and Sue bubbly volunteer.I highly recommend Age Uk Canning service. AAAAAAAMAZZZING!!!
Thank you my Angels 😇 😇 😇
See you soon . Flow Flow xxx
August 12, 2025
Unprompted review
Weight off my shoulders.
I was advised to contact them to see if I could claim any benefits. Everyone I spoke to were friendly and helpful. An advisor phoned me and we went through an application form together which she submitted on my behalf.Today I had a letter from DWP telling me my claim was successful. I am so grateful for all the help I received. It will make such a difference to me. I can't thank them enough..
July 14, 2025
Unprompted review
Reply from Age UK
Dear Betty, thank you so much for taking the time to leave this lovely review. I was so pleased to read that you have been helped with your benefits application.
Thank you again for letting us know, and all the very best to you.
Age UK.
I was advised by local council to…
I was advised by local council to contact Age UK to get help for my mother's garden. She lives on her own, is elderly and frail. She also has dementia. She's on Pension Credit and doesn't have a lot of money. I am appalled that a charity would charge an administration fee just to come and have a look at what needs to be done and set up the arrangement. Then charge £28 per hour for the gardening service. They also dictate the minimum a gardener will attend. I try to help as much as I can but I help in other ways and work full time. This isn't the 1st negative experience. They are very poor in responding. They seem more interested in generating income rather than supporting those they purport to be there for.
July 22, 2025
Unprompted review
Reply from Age UK
Hello Jake, this is very helpful feedback for your mother's Local Age UK but unfortunately this is not the right place for it. You may not be aware but all charities in the Age UK network are independent of one another. We at Age UK the national charity operate autonomously from all local Age UKs - it is Local Age UK's that provide in person services such as gardening. Age UK, the national charity, shares a similar brand to all local Age UKs, but we are not a head office or a governing body. To find which Local Age UK you're looking for, you can do a simple post code search here:
https://www.ageuk.org.uk/services/in-your-area/
If you have any trouble finding the right team, please email us and we'll do our best to help you further: feedbackatageuk@ageuk.org.uk
Age UK useless charity
I send an email to age UK on 15 of July 2025, Unfortunately I am still waiting for Sonia legister welfare advisor to contact me,
Yesterday morning and today, I been in the phone trying to contact age UK Lambeth and there's not answers nether by email o telephone,
The only way age uk contact me is when they want me to sign a satisfactory report on how lovely and good age uk is, age UK Lambeth is a useless charity
July 1, 2025
Unprompted review
Reply from Age UK
Hello Luis, I'm very sorry to hear you're having trouble hearing back from Age UK Lambeth. Age UK Lambeth is actually an independently registered charity in charge of their own staff and services, and we at Age UK the national charity are not a head office or governing body. It's best that you utilise Age UK Lambeth's complaints procedure, which can be found here:
https://www.ageuk.org.uk/lambeth/about-us/feedback-and-complaints/
I am 49 over past two weeks I used…
I am 49 over past two weeks I used silver line helpline and it was great. But knowing the fact it’s for people over 55 was not good thing. Age uk should start another helpline where people under 55 can call anytime. People like me who are unwell or bound to bed. As sometimes you need to talk to somebody and help not available. So there should be another number for people of any ages with any illness to call anytime
July 22, 2025
Unprompted review
Reply from Age UK
Hello Samina thank you very much for taking the time to reach out with your feedback. It’s great to know you’ve had a positive experience phoning The Silver Line, but you are correct that this service is for people aged 55 and above. I’m afraid not all charities can cater for everyone, and here at Age UK we must follow our remit to support older people in the UK. Other charities run free helplines for people of all ages – such as the Samaritans and Mind charities – hopefully you are able reach out to them in future and will find them as helpful. Best wishes
I bought 3 lottery tickets in one of…
I bought 3 lottery tickets in one of your shops. When I went online to check if I’d won , none of the numbers were recognised. So i rang up and was told immediately that they weren’t winners and they were trying to sort the system out.You should NOT be selling tickets with instructions on stating how to check the numbers if the system is not working.I will never support age uk again.
July 7, 2025
Unprompted review
Reply from Age UK
Dear Patricia, thank you very much for taking the time to be in touch with us. I was sorry to read of your frustration when trying to check your lottery numbers. It would be very helpful if you might be able to perhaps kindly share further details of the shop your purchased the tickets from, and the number you called, and we can be in touch with our colleagues and check they are fully briefed on queries such as yours. Our email address is feedbackatageuk@ageuk.org.uk and we would really appreciate if you had a moment to share these details with us. I can understand that it was frustrating for you when you were simply trying to check your numbers. Thank you again for your support. Kindest regards, Age UK
Not fit for purpose
I rang the Pocklington branch. I asked the person who answered the phone, what's the minimum age to use their services.
First he said 16 then 18...then he admitted that he doesn't understand me.
If this is the calibre of staff who currently are employed/volunteer for Age UK...then "may the lord help us." I hung up.
To Age UK's Director, it would help if you could make it clear what the minimum age requirement is (if any) to use your services. Preferably at the beginning of your website.
June 30, 2025
Unprompted review
Reply from Age UK
Dear Mr O’Connor,
Thank you for taking the time to contact Age UK and we are so sorry to hear of your experience with the Pocklington office of Age UK York. I can imagine that this must have been disappointing.
Like all local Age UKs, Age UK York is an independent charity, responsible for their own management and day-to-day running. We at Age UK, the national charity, share a similar brand with all local Age UKs, but we are not a head office or a governing body.
Therefore, I would recommend contacting them directly so that they can look into this for you. Our services at the National charity are mainly for those aged 55+ however there are some local Age UK offices who are funded to help those younger, sometimes as young as 18+ for certain services such as benefits advice, so I am sure York will be able to clarify this for you. The details for the office are:
Age UK York - Head Office
• Tel: 01904 627 995
• Web:http://www.ageuk.org.uk/york
• Email:ageukyork@ageukyork.org.uk
I hope this is helpful and thank you for getting in touch. We do take all feedback seriously and appreciate you taking the time. If there is anything else we can do for you, please do not hesitate to get in touch and we will be more than happy to help.
Kindest regards, Age UK.
I would give half a star if I could.
Well I think 1 star is still too much. I worked for age uk a fair few years ago and it's not got any better. Most of the staff are rude and don't even get me started on some of the volunteers. The ceo is out of touch with the staff and sometimes comes across rude. Prices in the shops are sometimes reasonable and some over priced ( can get things brand new for cheaper than they charge).
June 13, 2025
Unprompted review
Reply from Age UK
Dear Michelle, we are sorry to learn of your disappointment in Age UK – were you working for the national charity or a Local Age UK?
Age UK, the national charity, works in partnership with over 140 local Age UKs. Whilst we share a common brand, each local Age UK is an independent charity, responsible for its own staff and day-to-day running. Age UK, the national charity, is not a head office or governing body for any local Age UK. If your complaint is about your local Age UK then you can contact them directly and request/use their complaints procedure. Here at the national charity we request that complaints are made within 3 months of the matter in question, but if you still have concerns then please do email us further details to feedbackatageuk@ageuk.org.uk
It sounds as though you worked at an Age UK charity shop, so do feel free to let us know where this was and we can point you in the right direction depending on whether it was our shop or one owned and operated by a Local Partner.
Kindest regards, Age UK.
Heartless - particularly Lincoln UK
I live overseas. My elderly mother is lonely with no family in the UK. I heard AGE UK had befriending service. First issue - try speaking to the appropriate person - takes many attempts (she's always in a meeting or 'busy'). The woman I finally spoke to in Lincoln was gruff and uncaring (oh we have so many people wanting our service etc etc) At their first contact my mother didn't understand who was on the phone. They then sent an entirely inappropriate 'befriender' who took umbridge to the fact mum had a visitor once a week and reported her! So, apparently she didn't need a befriender according to that stuck up visitor who'd met her for half an hour. We managed to convince AGE UK otherwise. But the next 'befriender' was a student who said very little apparently before turning it into an occasional phone contact (totally inappropriate for someone with overseas relatives and no one in UK). Mum didn't know who it was on the phone. Then, without notice, that stopped. No follow-up. No checking if she was ok. Nothing. The manager of the 'befriending' service in Lincoln is a grumpy disinterested woman who tries to make you feel eternally grateful, loves her little power role, and, frankly, should not be in client services. And I'm qualified healthcare professional - how would an elderly person navigate these people. Totally heartless.
June 26, 2025
Unprompted review
Reply from Age UK
Hi Scarlett, thank you for sharing your mum's experience, I was sorry to hear of the difficulties experienced with the befriending service provided by Age UK Lincoln and I can appreciate how frustrating this must be, especially if you are overseas and trying to help your mum from there.
Here at the national charity, we work with over 110 partners, known as 'local age uks' but they are separate charities in their own right, with their own staff, services and complaints procedures.
I am sure they would like to be given the opportunity to look into this further for you and your mum, and I have provided contact details below :
https://www.ageuk.org.uk/lincolnsouthlincolnshire/about-us/contact-us/
If it is easier for you, if you could kindly email us at feedbackatageuk@ageuk.org.uk I can forward your concerns to them directly if this is helpful, and ask them to be in touch with you directly?
Please do let me know if I can help further, and thank you again for getting in touch.
All best wishes, Claire, Age UK.
Out of touch Age UK
Totally agree with last two reviews(Paul & Levi)
The organisation is completely out of touch with the issues that confront elderly people every day and in particular serious challenges affecting disabled older people.
Disabled elderly people are more than aware of the inadequacies surrounding the Blue Badge scheme, but by their own admission Age UK have no knowledge and apparrnetly no interest.
June 10, 2025
Unprompted review
Reply from Age UK
Dear Mr Stock, thank you very much for your feedback. I believe we have responded to your earlier email enquiry regarding the Blue Badge Scheme, and I am sorry you remain disappointed. As mentioned, as a small campaigns team we cannot participate in all requests, however worthy they may be.
We choose our campaigns carefully based on the amount of people the issue is affecting, the seriousness of the affect, and if we are best placed to make the difference needed. We do take on board all feedback regarding issues affecting older people that have been shared with us and use this feedback to plan our future campaigning work, so we are grateful you have taken the time to raise it with us.
As promised, I have forwarded your concerns to our policy team, and should any further information come to light, I will be sure to inform you.
Thank you again and kindest regards, Claire, Age UK.
Absolutely appalling
Absolutely appalling! No notification of staff absence until 4hours to up to two days afterwards!! Almost zero effort to engage with my husband on any level!
Exceedingly unprofessional and uncaring.
June 6, 2025
Unprompted review
Reply from Age UK
Dear Mrs Vernon, thank you for sharing your feedback. I was very sorry to read of your experience. From what you have explained it sounds like the support you and your husband are receiving may be via your local Age UK? Here at Age UK the national charity we work in partnership with over 110 local Age UK's around the country, (who are independent charities in their own right) and I am sure they will wish to hear of your experience and contact you directly to discuss this matter further. If you are kindly able to email us at feedbackatageuk@ageuk.org.uk with a few more details, I can do all I can to assist.
Kindest regards, Claire, Age UK.
I feel rather sad about writing this…
I feel rather sad about writing this review as I usually write good reviews and try to find a lot of positive things to say but this one will be more difficult…
I became a volunteer some months ago for Age Uk Hythe Kent. I was offered a Thursday in the day services and accepted only to find they then gave it to another volunteer!- She hadn't turned up so they graciously said they would phone her and if she didn't want it I could have it! ( Obviously I was second best)
I was then diagnosed with cancer and couldn’t work for 6 months but really looked forward and focused on being able to help with the dementia group who had been relocated from Lyminge I felt I would be very suitable to help in this group.
It was arranged for me to turn up for a trial on June 6th between 10 and 10.30 but when I arrived it had been given to another volunteer. I was upset and angry and preferred not to help in the day services that I was then offered to placate me as I just wanted to go home. I was offered the Wednesday with the dementia group and initially agreed but thought about it and didn't trust that there wouldn't be another volunteer in there by the time I got there so I returned and handed in my badge.
I had needed to rearrange a fast tracked appointment for possibly another type of cancer so not to let age uk down! I did not get the same consideration from age uk.
I suppose the people that were chosen in preference to me were either friends of staff or more qualified in some way?
I had felt I could contribute a lot to the Charity because of my experiences and perhaps rather stupidly thought age uk would benefit, after all I would work for free.
I grew up with a disabled mother ( MS)
I attended St Johns Ambulance for a few years in my younger years, helped at a preschool play group and volunteered at a youth club.
I worked for 20 years with adults with learning disabilities ( 15 years with the Home Farm Trust) then freelance for other companies.
I worked alongside volunteers at the Home farm trust and they were always treated with the same respect as both the staff and the clients. They were valued.
HFT trust sent me to college where amongst other things I learned about not only learning disabilities but elderly care, dementia, physical disabilities, mental health, abuse, deafness and blindness etc I earned a minor qualification ( CSC)
I nursed my late partner alone until his death.
I have three grandchildren who are diagnosed with Autism and one with Tourettes.
My sister died 3 months ago, she had dementia and I helped with her care.
Im still in my 60s (just) so not too old to cope. I very misguidedly thought age Uk would want people like me with lots of experience of people who need help.
I have learned a lesson and that is never to offer to work for no pay for any organisation ever again.
I think the volunteer coordinator was a bit upset too. I don't think she meant to be unkind I don't want to cause her trouble, I feel she may have too much work or maybe she needs to add volunteers to a calendar so this doesn't happen again. It’s happened to me twice it must have happened to others.
Please pass this review on the age uk Hythe Kent as I feel it can be learned from.
June 6, 2025
Unprompted review
Reply from Age UK
Hello Tina, thank you very much for sharing your experience and further information with us. My sincere condolences to you regarding the death of your sister. I was sorry to read of your disappointment regarding volunteering. I am sure Age UK Hythe, Lyminge & Ashford would want to hear of your feedback and look into this further for you. You may not be aware that here at Age UK the national charity, we work in partnership with around 110 local Age UK's around the country, but we are not a head office for them. All Age UKs in our network are independent charities.
You are able to contact Age UK Hythe directly using the following details : https://www.ageuk.org.uk/hythelymingeashford/about-us/contact-us/
If you prefer us to forward on your concerns and contact details in order for Age UK Hythe to be in touch with you directly, please do email us at feedbackatageuk@ageuk.org.uk with your best contact details and we can do that for you.
Kindest regards, Claire, Age UK.
I think it is time for age uk to close.
I think it is time for age uk to close its doors. Absolutely useless at helping older people. All about generating income for the company. I am now in the process of taking legal action against the Gateshead branch and the head office along with massive publicity. Your claims of helping millions is complete rubbish. Nothing more to say.
June 6, 2025
Unprompted review
Reply from Age UK
Dear Paul, thanks for getting in touch, we are sorry to hear of your disappointment with Age UK. It’s unclear if you’ve made contact with us via our formal complaints procedure, so if you’d like to, it’s available here: https://www.ageuk.org.uk/help/complaints-procedure/
Please note that Age UK Gateshead is an independent charity in charge of its own services and staff, and you can contact them directly with your complaint if you haven’t already via: https://www.ageuk.org.uk/gateshead/about-us/contact-us/
Kindest regards, Age UK.
Avoid Age UK
Age UK seems to be another yet another Charity that is more about wage generation for directors and employees rather than being able to help in any way. They were totally useless when I found myself homeless and offerred no help at all.
June 3, 2025
Unprompted review
Reply from Age UK
Hi Levi, thank you for your message. I am sorry to hear of your experience. Could you kindly share if you contacted us here at Age UK the national charity via our advice line, or if it was a local Age UK you were in touch with? If you are able to provide some further details I will do my best to help you further? Our email address is feedbackatageuk@ageuk.org.uk
Warm wishes, Claire, Age UK.
Too expensive
These shops are actually competing with the local clothes shops and antique shop which is evident by the prices that they charge for some of the brik a brak
Have you ever thought about what happens to all the valuable items that get donated to these shops?
Most of what you see is indeed charity shop Items, but have you ever seen any valuable items jewellery for instance or does this get claimed by the managers?
Just a thought!
May 14, 2025
Unprompted review
Reply from Age UK
Hello, and thank you for taking the time to be in touch. May I check please if you are able to share the location of the shop you are referring to? We run a proportion of shops from the national charity here, but we also work with local partners, known as 'local Age UK's' some of which run & manage their own retail shops. Please do feel free to email us with further details to feedbackatageuk@ageuk.org.uk with your contact details and we can look into this further for you. Thank you for your support, all the best, Claire, Age UK.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.