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.
Profit before charity, non existent ethics!
I've done a bit of research because some months ago my granddad had a Handicare stairlift sold to him by Age UK which has broken down but it's impossible to contact them by telephone.
I did once but was spoken to like I was not even a fellow human being. I have read a lot of bad reviews on here and have come to the conclusion that money and therefore income for Age CO/UK is more important than the ethics they pretend to have as a charity for the elderly. They are still advertising to sell Handicare's stairlifts despite the fact that most of the reviews on here are one star (RED). I'm seeking legal advice tomorrow, so please don't reply to me with one your sympathetic answers as you have to others on here. Put your charity ethics before the £3m profit you make from Handicare and then I'll talk to you. Stop spending money on Google Ads as I know that costs s lot of money. You have a duty to HMRC to act as a non profit charity to comply with the tax benefits you receive. The two year warranty you advertise is a fake attention getter to get sales off vulnerable and elderly people. 79% 1 star ratings and you can't give zero!
EDIT: Looking on how you have dealt with the other 1 star reviews here, I really can't be bothered. You are abusing your charity tax status. Expect an audit from the tax people soon.
September 21, 2023
Unprompted review
Reply from Age UK
Good morning
Thank you for taking the time to share your and your grandfather’s experience. This does not reflect the usual standard of service, and I welcome the opportunity to investigate and provide support in reaching a resolution.
At Age Co, a company owned by Age UK, we offer products and services designed to help people make the most of later life. These are sold and services provided by partner businesses who are specialists in those markets – Age Co Stairlifts are provided by Handicare. We have high expectations and are dedicated to listening and learning from our customers, to improve services wherever possible.
As Trustpilot provides limited personal information I would be grateful if you could contact our Customer Relations Team so that we can take some further details to help us fully investigate your concerns with Handicare. You can contact us by email at customer.relations@ageco.co.uk or call us on 0800 055 6205, lines are open 10am to 4pm Monday to Friday (excluding Bank Holidays).
Thank you again for reaching out to us, and we hope to hear from you soon.
Kind regards
Victoria
Age UK is a subsidiary of Handicare. Total con artists the lot of them.
All I read here is terrible about Age UK. My daughter who suffers with MS was sold a Handicare Stairlift which was too small for her. Absolutely disgusting! I think that Age UK is a subsidiary of Handicare. Disgusting and I will report to my local MP.
April 2, 2024
Unprompted review
Reply from Age UK
Good morning
Thank you for your review. I am very sorry to learn of your concerns regarding the stairlift provided by Handicare.
Age Co is the trading arm of Age UK and we work with trusted partners, who are specialist in their fields, to provide a range of products and services intended to help our customers make the most of later life.
For the Age Co Stairlift we work with Handicare. However, while we work in partnership with them, Handicare are an independent company.
We do hold Handicare to a high standard of service and it is important to us that our customers are provided with enough information to ensure that our product is the right option to meet their needs.
I am sorry to learn that your daughter found the stairlift too small and thank you for sharing this experience with us. Please be assured that your comments will be recorded and shared with our management team.
We would also welcome the opportunity to raise your concerns directly with Handicare, for further investigation. To help with our investigation I would be grateful if you could contact our Customer Relations team so that we can take some additional information. You can contact us by email at customer.relations@ageco.co.uk or call us on 0800 055 6205, lines are open 10am to 4pm Monday to Friday (excluding bank holidays).
Once again thank you for sharing your experience with Handicare.
Kind regards
Victoria
Help moving relative to care/nursing home
Phoned age UK to ask for help, initial call lady was helpful and advised I phoned their specialist area on the subject.
I phoned and spoke to a guy called Gareth he was great.
He listened to my situation and concerns and broke it down neatly into a number of sections, then going through each explaining in very understandable language how they worked answering any questions I had along the way, also giving very good examples to help explain.
He also highlighted areas we should keep a close watch on and where to go if we had concerns.
He promised to supply a number of useful documents to read and help during the process, which all arrived within 20mins via email.
Overall really nice guy super helpful, with the ability to explain to us complex things in simple terms. He has given us the information and help that makes us feel confident we won't let down our relative in helping move them from hospital to a care home
June 11, 2024
Unprompted review
Reply from Age UK
Dear Nick,
Thank you for getting in touch with us.
We are delighted to hear about your positive experience with our services. It's wonderful to know that we were able to provide you with the support and guidance you needed during a challenging time.
We really appreciate your kind words and thank you for taking the time to share your positive feedback with us.
Please do not hesitate to get back in touch with us should you require any further support.
With warm wishes
Age UK
I worked here for slightly under 1 year…
I worked here for slightly under 1 year I loved my role as a volunteer the staff were all a pleasure to work with
Recently I was verbally abused by a male paid member of staff on 5 occasions so as a volunteer I left unfortunately .
A paid member of staff spoilt it there was no way I was tolerating his verbal abuse many customers complained about his swearing on the shop floor not only to me but another volunteer absolutely disgusting .
I filed a complaint to head office regarding .
This was in Sunderland store Blandford Strret
June 4, 2024
Unprompted review
Bullied into buying a stairlift
My aunt got bullied into buying a stairlift off Age UK?Handicare. the man was about 6 foot 8 and wouldn't let her say no. she has only just told me about this and I am fuming. please be careful if you buy a stairlift from Age UK/Handicare in the Bournemouth area. She doesn't want me to mention her name.
February 8, 2024
Unprompted review
Reply from Age UK
Hello
Thank you for your review and sharing your aunts experience with Handicare, who provide the Age Co Stairlift.
Age Co is the trading arm of Age UK and we work with Handicare to provide the Age Co Stairlift range. I am very sorry to learn of your concerns regarding the sale of your aunts stairlift and I am sincerely sorry for the upset this has caused.
I would like to take the opportunity to assure you that we would never want our customers to feel pressured into purchasing a product. It is important to us that our customers are provided with enough information and time to make their decision so they can be sure that our product is the right option to meet their needs.
We hold Handicare to a high standard of service and your comments will be raised with Handicare for review. I will also ensure that this is shared with our management team. I appreciate you have mentioned that your aunt did not want to provide her name but if you would like to share any further details with us please contact our Customer Relations team, you can call us on 0800 055 6205, lines are open 10am to 4pm Monday to Friday (excluding bank holidays) or you can email us at customer.relations@ageco.co.uk.
Once again thank you for taking time to share your aunt’s experience with us. Your feedback is invaluable to us as this enables us to continue to challenge ourselves about the partners, products and services that we provide.
Kind regards
Vicky
Age Co
Unprofessional
The “advisors” lack professional training and personal experience required to understand some of the many complex issues and needs that can confront the age group they claim to serve. They all appear to be programmed like robots to respond in a similar stereotypical manner. The”wounded helper syndrome” is not a replacement for professional experience!
In many European countries equivalent services, some of which are also run on a voluntary basis, engage caring and empathetic individuals with higher education and professional qualifications in the field in which they are employed to work, or at least a related field, who are adept at working with Senior Citizens and their families when approached for advice and/or support in order to encourage them to seek and find workable solutions.
It appears that age.uk workers are at a loss if they are not approached with a specific question or an expected outcome. When dealing with individuals, and not only the elderly, it is well known that they may be seeking support as they have been unable to formulate a question themselves or predetermine what the outcome should be. Life is not always cut and dry and people’s problems cannot simple be shoehorned into a few boxes! Support in this is what should be expected from an organisation claiming to represent and provide services to the elderly in the U.K.!
Update
Further to your response, I can only raise matters here or on the phone. I have already wasted far too much time talking to your telephone operators and all to no avail. I.need to find a rapid way forward rather than repeatedly going over old ground which has proven to be of absolutely no help. Perhaps you need to reflect on the number of other negative comments here and examine the reasons why and the improvements test are required.
May 31, 2024
Unprompted review
Reply from Age UK
Hello,
We responded to you via email yesterday afternoon requesting further details from you in order to help us look into your concerns. We have not received a reply yet, and we look forward to hearing from you so we can investigate the matters you have raised.
Kind regards
Age UK
What is the use of age concern charity
What is the use of age concern charity. They raise money but if you want to use any of their services or activities you have to pay for it. I understand the director gets three thousand pounds a week. They don't help the old but agree to anything the government puts forward. I think they are just a useless con.
May 26, 2024
Unprompted review
Reply from Age UK
Dear Mr Greenman, thank you for getting in touch with your concerns. We at Age UK, the National charity, are dedicated to working hard to support older people who need us. We know that to be able to help as many people as possible, we have a serious responsibility to ensure that we spend wisely. That is why for every pound that is donated to us, 76p is used to help people in later life. As the national charity, we offer a wide range of information and advice services for older people, including our National Advice line – This is a free service and we’re open from 8am – 7pm 365 days a year. We also offer telephone befriending and we campaign on issues that affect older people which are put forward and debated in Parliament – all of which helps people on a national scale. You can find out more about what we do on our website here: https://www.ageuk.org.uk/our-impact/the-difference-your-support-can-make/ and https://www.ageuk.org.uk/our-impact/campaigning/
Supporters who donate at a national level, will be supporting our services wherever the need is greatest. Only a small amount of Age UK’s income comes from the Government. However, despite support from the Government, we depend on the support of our donors to be able to continue our vital work.
The salaries we pay reflect the need to be able to attract and retain experienced staff from different sectors including, where relevant, staff with commercial experience. The highest salaries are for senior staff who work solely on commercial activities or who divide their time between charitable and commercial activities. Age UK publishes all of its salary bands over £60k in our annual accounts but does not release individual salaries.
https://www.ageuk.org.uk/about-us/what-we-do/annual-reports/
Please be aware that local Age UK’s are independent charities with their own finances and governance, therefore the amount of money received varies widely between our local partners. If you would like to know more about a specific local Age UK, I would recommend going to their website. I have put a link finding your nearest Age UK below.
https://www.ageuk.org.uk/services/in-your-area/
Many of their services are outsourced, or require a cost to cover the charity, but many are also free services run by our invaluable volunteers.
I hope that this is helpful and helps to alleviate any concerns about how we run our charity. If you would like to discuss anything further, please do email us at feedbackatageuk@ageuk.org.uk Best wishes, Age UK Supporter Engagement Team.
Practical support, social interaction, healthy meals
I don't think that people really understand the practical support Age UK provides. My mum used to go to her local Age UK three times a week. Community transport would pick her up and drop her back and fully understood her mobility needs. She'd then have a lovely lunch whilst nattering to friends and get involved in social activities. A few times we had to alert Age UK to concerns we'd had about Mum and asked them to keep an eye on her for us. It was great knowing that she was surrounded by caring and knowledgeable staff and volunteers. We knew she was safe there. She got involved with exercise classes and special occasions which she absolutely loved. She would get her hair cut at Age UK and we also used their recommendation service to find handymen/women, podiatrists and chiropodists that were trained in dealing with elderly and vulnerable people. It really is a vital service that without Mum wouldn't have been able to live in her own home for so long and I would have had a lot more headaches trying to get 'safe' trades people into her house to fix issues as they arose. The staff are so understanding, kind and full of helpful advice. I think it's important that we all support their work in any way we can. I know so many others who've had similar experiences and without Age UK wouldn't have had anywhere to turn.
May 1, 2024
Unprompted review
Reply from Age UK
Dear Anna
Thank you for getting in touch with us and taking the time to leave such wonderful feedback.
I am so pleased to hear that your mother has had such a positive experience with her local Age UK service and that she has been able to make good use of their services.
Whilst we at the national charity work in partnership with local Age UK services, we do operate as separate and independent charities, with local Age UK’s responsible for their own products and services. As such I would recommend contacting the local service directly to share your feedback with them. You can find contact information for the local service via a simple postcode search over on our website: https://www.ageuk.org.uk/services/in-your-area/
Thank you once more for getting in touch with us.
With warm wishes
Age UK
Been at the store ,very clean ,lots of…
Been at the store ,very clean ,lots of merchandise for all kind of customers ,better than other charity shop ,I have seen in the last weeks ,staff very friendly ,recommend to have a in your spare time
May 18, 2024
Unprompted review
Reply from Age UK
Hi there,
Please could I take the time to thank you ever so much for sharing such kind feedback regarding one of our shops. We're ever so pleased to hear you have had a good experience and thank you for your support.
Warm wishes,
Age UK
APPALLING DREADFUL SERVICE
If you could give ZERO star then I would. I was told and it was on the website that there was a drop in 9-5 Monday to Friday in Sutton to make a wasted joined top be told you have to make an appointment. Explained it also said on website but no one interested. Did not receive call back as toldI would and when I rang to ask for HELP I spoke to PATRICK who immediately told me " we are not a one stop shop you know" and then treated me disgracefully and being put on hold for 15 minutes .I was recommended to call AGEUK by the cancer team and the local authority after needing help with both my parents. Absolutely disgusting service and AGEUK should hang their head in shame !!!
May 13, 2024
Unprompted review
Reply from Age UK
Dear Mr Burton, thank you for getting in touch and we are very sorry to hear about your bad experience with the customer service at Age UK Sutton and for any upset or disappointment this must have caused. Like all local Age UKs, Age UK Sutton 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, they are better placed to look into your concerns, so I would recommend contacting them directly so that they can try to resolve this issue for you. You can find their details here: https://www.ageuk.org.uk/sutton/about-us/contact-us/ I hope this is helpful and that you are able to resolve this. If you need any further help, please email us at feedbackatageuk@ageuk.org.uk. Kind regards, Age UK Supporter Engagement Team
A person to be wary of called Lyn.
A person by the name of Lyn visited my wife & I as I had concerns for my wife's safety due to her falling down several times recently.
The meeting went well & she appeared to be most helpful giving us leaflets on place's to attend & things to do, the meeting went well that is until 2 days later when my wife received a phone call from her asking my wife how she was, she then said I had to report you to Social Services for Hording, my wife said Hording what!
She replied there is stuff in your house that is a fire risk 🔥, we also have a fire alarm system that was put in by the Fire Brigade.
Lyn only went in to our living room & we only have a three piece sofa, a coffee table, a sideboard, a t/v & a dining room table that we use most days, I hardly call this Hording especially as she only went into 1 room, I find that this woman is a noisy busybody that might need psychiatric medical help.
Lynn reminded me of Nurse Cratchet in One Flew Over The Cuckoo's Nest, outwardly nice, inwardly a nasty person!
This type of person is out to cause you trouble & in reality is too fond of her own importance & this will be the last time I will reach out for help.
Do yourself a favour and be careful who you ask for help!!!
April 8, 2024
Unprompted review
Reply from Age UK
Good afternoon Ian, thank you very much for your post. I was sorry to read about the experience you and your wife have had.
I would like to look into this further for you, and wondered if you could kindly take a moment to email me at the following address : feedbackatageuk@ageuk.org.uk
Here at Age UK the national charity, we work with over 130 local Age UK's around the country who are independent charities in their own right, and whom I am sure would like to hear of all feedback, positive or otherwise.
If you are able to kindly drop me an email with some further details I would be more than happy to help.
Thank you and kindest regards
Claire, Age UK
Useless
Disappointed and upset at response from advisor. She was clearly in a rush and showed no empathy at all. Advice given was not helpful and advisor was unable to answer my questions about issues I am facing, despite me explaining these issues in an email to sane person a week before. Obviously did no research and failed to signpost me to other community organisations that may be able to help.
Advisor had done no research and simply wanted to get rid of me. Made me feel a burden. Upsetting experience. I expected more from a charity that's supposed to help people. Don't know why people work or volunteer for a charity when they obviously don't care!
March 22, 2024
Unprompted review
Reply from Age UK
Dear Tony, thank you for contacting us here at Age UK the national charity. I was sorry to read of your experience and would like to look into this matter for you if I may? I would be grateful if you could kindly email me at feedbackatageuk@ageuk.org.uk and confirm your telephone number you called from and the number you called for advice.
We can then look into this and see what we can do to help.
Kindest regards
Claire, Age UK
Absolutely disgusted with a staff…
Absolutely disgusted with a staff member of this store. Cannot believe my blind disabled mother was not only falsely accused of shoplifting a jumper which turned out to be her own. She was abruptly stopped then when she explained her condition she was mocked and laughed at. Makes me sick that this is ok and was not taken further. I will be complaining externally. As a store manager of a large retail store I cannot agree with this behaviour. We will be escalating this.
February 1, 2024
Unprompted review
From bad to worse...!!!
You replied to my previous review on price increases and the very first thing you did was to deny any collective responsibility - you do this in virtually every response you make. Passing the buck - "not me guv".
You then go on to say you would be happy to enquire about the charges and take forward my concerns with the local Age UK.
What is the point of doing that when you've already admitted you can't do anything about it anyway???
What's wrong with you? It's nothing short of a fob off.
Are you not concerned that 79% of these reviews give you only one star...?
March 18, 2024
Unprompted review
Age UK sent carers to help my late…
Age UK sent carers to help my late father, who passed away last week.
They were useless, and for an organisation supposedly focussed on caring for the elderly, they are nothing more than a scam.
They would hardly do anything he requested, even though he was PAYING for their services.
When he passed away I phoned them to let them know my father has passed away, yet I got a phone call the next day "our carer went to visit your father and there was no answer" !! How useless and uncaring can you get !!
To top it off, I went to his house today, and there are invoices requesting money for their services, even though he has been dead over a week.
Age UK you can do one, you useless, uncaring, absolute scammers.
March 9, 2024
Unprompted review
Reply from Age UK
Dear Nik, thank you for taking the time to leave your feedback. Please allow me to offer you and your family my sincere condolences regarding the passing of your father. I was sorry to read of your experience with the organisation of the carers who were assisting with the care of your father.
I would like to look into this matter further for you, and would be grateful if you were able to contact us at our feedback email address which is: feedbackatageuk@ageuk.org.uk and can give me further contact details and the area where your father lived and was receiving visits from carers.
Here at Age UK the national charity, we mainly work on providing high quality information and guidance through our national Advice Line, build valuable companionships through our Telephone Friendship services, as well as campaigning and researching for better health and wellbeing services for older people in England.
We also work in partnership with around 130 local Age UKs, which support older people in their communities with face-to-face services such as home support and wellbeing activities among many other programmes and from what you have said, your father's support may have been provided by a local Age UK.
Thank you for contacting us and I look forward to helping you further.
Kindest regards, Claire, Age UK.
Wanted advice for my elderly infirm…
Wanted advice for my elderly infirm mother so phoned contact number to be told sorry don’t cover your area ( Bassetlaw ) saying here’s a number who may help, phoned the number and a young lad was as much use as a chocolate fire guard didn’t have a clue.
Not the best experience from Age UK.
Thanks for the reply and no I won’t be contacting you again as you couldn’t do much the first time around so my calculated guess is you’ll do even less this time, let’s hope no of your relatives ever need your advice.
March 13, 2024
Unprompted review
Reply from Age UK
Hi, thanks for your message and we are really sorry that you had a disappointing experience with our Advice Line.
Please would you mind reaching out by email to feedbackatageuk@ageuk.org.uk with some more information on which contact numbers you called and an approximate date and time.
The team are there to help and we take these comments seriously, so I would like to try and find out what happened and help you further with this. Many thanks, Age UK
Jigsaw puzzles boxes open
I went into the age uk charity shop in Boston Lincolnshire today as I love jigsaw puzzles. However, I found none of the boxes were taped up to keep them closed and I found one that was open so I tried to lift it up to close it. As I did this pieces fell out and went all over the floor. I pointed out to one of the ladies working there and she told me to put it aside and walked off! This does not give me confidence that puzzles bought from this shop will have all their pieces so I’ll steer clear. What a shame
March 12, 2024
Unprompted review
Reply from Age UK
Hi Elaine, thank you for your message and we are sorry to hear this and for any disappointment this may have caused. As this particular shop is run by our brand partner, Age UK Lincoln & Lincolnshire, we would recommend getting in touch with them to pass this very helpful comment on to the shop. Their details are: If you would prefer us to do this, please email us at feedbackatageuk@ageuk.org.uk with your contact details and we will be happy to pass this on. Best wishes, Age UK Supporter Engagement Team
Unhelpful
I rang the Northamptonshire branch and left a message to call back. No-one rang. This is not the first time with Age UK. One in Great Yarmouth called my mum a liar and was extremely rude. When you ring for advice, you’re directed to places on the website. Age Concern were so much better they actually spoke to you with information.
February 29, 2024
Unprompted review
Reply from Age UK
Hi Ms Davis, thank you for your message and we are very sorry that you were disappointed with the service you have received and for any upset this has caused. The local Age UK offices can take a few working days to respond to messages, due to time and staff restrictions, but we are sorry that you have not heard from them. As all local Age UK's are independent charities, they will need to be contacted directly, but if you would like me to do this for you, please would you mind emailing us at feedbackatageuk@ageuk.org.uk with your details, what help you are looking for and your permission to pass on your information and I will be happy to send this on to the office in Northampton and ask them to make contact with you as soon as possible. If you wish to raise an official complaint about the services of either of these offices, you will need to follow their independent complaints procedure, which you can find on their respective websites, please let me know if you need help with this. With regard to the National Advice Line, this service is intended to be a 'Gateway service', the team are there to direct callers to the most appropriate place for the support they are looking for, they can offer you signposting, written information (by post or email) and connect you with your local Age UK as appropriate to each call. I am sorry that you have found this service unsuitable but appreciate your feedback. I hope to hear from you soon and that we can help you get the support you need. Kind regards, Marie, Age UK Supporter Engagement Team
I’ve been suffering with ill health for…
I’ve been suffering with ill health for a year and half now! Weakness in my legs, having trouble getting upstairs to my bedroom,
Had been sleeping on the sofa a lot!
After calling up Age UK Chingford E4, they proposed a helpful solution
Sending a workman within a week of contacting lovey Emma at age concern telling her my issues, to put up stair hand rail.
I got an immediate response
Thank you so much x
March 5, 2024
Unprompted review
Reply from Age UK
Dear Androulla,
Thank you so much for your kind message.
I will be sure to pass it on to Age UK Waltham Forest, I am sure they will be delighted with your feedback.
Kindest regards
Claire, Age UK.
I received help from Age UK filling out an online form
I recently received help from Age UK, over the phone. They helped me complete an online application form for Attendance Allowance. The gentleman who helped me had endless patience with me, was caring regarding my needs and was extremely helpful. I cannot praise him enough. He even went back over all the questions to double-check that they were all answered correctly and that no vital information had been missed out. Thank you, Age UK.
February 14, 2024
Unprompted review
Reply from Age UK
Dear Stan L
Thank you for getting in touch with us.
I am so pleased to hear that you had such a positive experience with my colleague on our free advice line and thank you ever so much for taking the time to share your feedback with us. I do hope the additional support (attendance allowance) will be impactful and supportive to you.
Please do not hesitate to get back in touch with us should we be able to further assist in the future.
With warm wishes
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.