Very disappointed with the helpline. I am a carer for my very elderly parent even though I am also of state pension age. Her landline and broadband connection had stopped working and I had spent hours... See more
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I needed to talk so called the line advertised on TV. I was experiencing high anxiety that day. The woman's attitude to me was awful she had no compassion. She didn't listen to how i was feeling, tha... See more
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Just tried getting some help for an elderly friend using their "helpline". All I got was a 25-minute wait with messages trying to sell me products. Never spoke to an actual person. More like a scam... See more
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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
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Company details
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Floor 7, One America Square, 17 Crosswall, EC3N 2LB, London, United Kingdom
- www.ageuk.org.uk
1.8
Poor
358 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 91% of negative reviews
Typically replies within 24 hours
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Lincoln Tritton Road store
Lincoln Tritton Road store, generally all staff are extremely helpful, greet you on entry help you with queries, but today met a manager that had a face like thunder, either didn't want to be there or was having a really bad day, not one to knock a charity shop generally but if you hate your job so much maybe public facing isnt for you
21 March 2026
Unprompted review
Reply from Age UK
Hello and thank you for your feedback.
I am sorry to hear that your visit has resulted in you having to write to us to raise a complaint and would like to take this opportunity to thank you for bringing it to our attention.
All staff and volunteers are trained to be respectful, friendly and helpful. We are grateful to have the opportunity to investigate this as Age UK are committed to providing excellent customer service for all customers and donors.
I have passed this onto the Area Manager on your behalf for their awareness and to drive forward improvements.
Thank you for your valued support shopping with us, it is very much appreciated.
Kindest regards, Age UK.
Alful
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 to help vulnerable people would refuse an elderly gentleman help when he most need it
29 October 2025
Unprompted review
Reply from Age UK
Dear Jane, thank you for your message. I was sorry to read about your father's experience with Age UK Cornwall & the Isles of Scilly. Here at the national charity, we work in partnership with around 120 local partners, known as 'local Age UK's' but they work as independent charities in their own right. I am sure they would want to know of your feedback and be able to advise your father further on what options are available to him locally, and they can be contacted here : https://www.ageuk.org.uk/cornwall/about-us/contact-us/complaints-comments-feedback-and-compliments/
Alternatively, do email us at feedbackatageuk@ageuk.org.uk with your details and fathers address and we can forward on your comments and ask Age UK Cornwall to be back in touch with you directly?
Here at the national charity we run a free Information & Advice line : https://www.ageuk.org.uk/contact-us/information-and-advice/ which is open 365 days a year, from 8am to 7pm and the number is 0800 678 1602 in case this would be useful.
Kindest regards, Age UK.
Todmorden branch - never again
I visited the Todmorden branch today. Bought a few things. When I paid for them the woman serving me asked if I wanted my change? I replied yes, she said "it's okay" as if I were doing something wrong. Just because you are a charity shop doesn't mean you can actually ask to keep people's change. I'm very insulted being asked this in front of other people too. I will now avoid this charity shop.
12 March 2026
Unprompted review
Reply from Age UK
Dear MT, thank you for your message.
I am sorry to hear that your visit has resulted in you having to write to us to raise a complaint and would like to take this opportunity to thank you for bringing it to our attention.
All staff and volunteers are trained to be respectful and helpful. We are grateful to have the opportunity to investigate this as Age UK are committed to providing excellent customer service for all customers and donors.
I have passed this onto the Area Manager on your behalf for their awareness and to drive forward improvements.
Thank you for your support visiting our charity shop and for sharing your useful feedback.
Kindest regards,
Age UK
Age uk
So sorry to have to say this, but my experience as been a bureaucracy night mare and they used to be so caring. Perhaps they will start listening soon.
4 March 2026
Unprompted review
Reply from Age UK
Dear Ive197, thank you for your message. I believe you may already have contacted us via email, but please do kindly share further details and we will do all we can to look into your concerns for you. Our complaints procedure is here for reference : https://www.ageuk.org.uk/help/complaints-procedure/ but you are also more than welcome to email us at feedbackatageuk@ageuk.org.uk
Kindest regards,
Age UK.
This is specifically about the lottery…
This is specifically about the lottery they do for fundraising, I have had no other contact.
I joined for a year, had a small win and recently when I asked to cancel my subscription, it was straightforward and all done by me sending an email, a refreshing change compared to other charities who intentionally make it hard to unsubscribe.
2 March 2026
Unprompted review
Reply from Age UK
Hi Nat, many thanks for your feedback which I will also share with our Lottery team. Thank you for your previous support, it is very much appreciated.
In case it is of interest in the future, there are of course many other non-financial ways you can support Age UK’s important work, such as campaigning with us, donating unwanted items to our charity shops, or volunteering to name just a few. If any of these interest you please do take a look on our website for further information : https://www.ageuk.org.uk/get-involved/volunteer/
Kindest regards, Age UK
I'm extremely satisfied with Rockpilėl…
I'm extremely satisfied with Rockpilėl service; everything was resolved promptly, and my payment was reimbursed.
26 January 2026
Unprompted review
Currently 1 hr 9 minutes on hold …
Currently 1 hr 8 minutes on hold &still waiting to speak with someone about Silverline (early afternoon on a normal Thursday).
Can't get on with anything else.
Incredibly stressful.
Either run a helpline properly or don't have one.
*Edited to add in reply to Age UK - thanks for your prompt response - my call was an enquiry for myself. I eventually got through after 1 hour 15 minutes. Your staff member was very sympathetic, but the call highlighted one reason at least for such unacceptable wait time - she did not have the option of texting or emailing me links to or phone numbers of the info that I needed - had to wait for clearance from a manager who was on another line… in the end, not wanting to hold up other callers, I heaved myself off the sofa (spinal issues) & went to look for a pen & paper!
12 February 2026
Unprompted review
Reply from Age UK
Hi Ry, thank you for your message. I am sorry to hear that its been difficult to get through this afternoon. Please may I ask are you calling as a service user, or were you making enquiries about volunteering or something else? If you can kindly drop me an email to feedbackatageuk@ageuk.org.uk with further details, I can contact the team and see what we can do to help.
All best wishes,
Age UK
Verbally abused at Kendal Warehouse
Went to Kendal Warehouse yesterday (Friday 6th February) to make donations and show a picture of an electric single bed and furniture on my phone. Went to the delivery door at the rear, as I have donated before. Met by a very rude lady who would not let me stand inside, despite the heavy rain. I explained I had a picture to show her, but she flatly refused to let me in, telling me I had to go around the building to the front desk. There was a chap stood behind her, who when I went to the front desk, informed me they could not take the items I had brought as the electrician was sick ( the rude lady was going to take them off me) as far as the bed and furniture was concerned, they weren’t really selling them. I believe this was payback after the altercation at the donation point. I left immediately and will not be donating or purchasing from Age UK ever again. I was as polite as I possibly could be and felt totally aggrieved at the attitude shown. Do not tell me to contact South Lakeland Age UK as you have with a previous reviewer. The bridges have been well and truly burnt. I was also a gift aider so there is only one loser here.
6 February 2026
Unprompted review
Reply from Age UK
Dear Denis,
Thank you for sharing experience.
Age UK South Cumbria operate the Kendal Warehouse independently. We don't act as a head office, which is why we suggest getting in touch with them directly, so they can resolve the issues you experienced on your visit. You can reach them at admin@ageuksouthcumbria.org.uk or alternatively we can share your feedback with them anonymously.
I am sorry your visit has left you with a negative impression of Age UK and I do hope you'll consider speaking to Age UK Cumbria and allowing them the opportunity to investigate and put things right.
Kind regards,
Amy - Age UK
What are they for ??
What are they for ???
No help ...just ring another number .
Nice warm office for them to sit and chat in but when people need direction and advice they are caught wanting ☹️
29 January 2026
Unprompted review
Reply from Age UK
Hi Mark, thanks for getting in touch. here at the national charity we run our free to call Information & Advice line (open 365 days a year, 8am to 7pm tel 0800 678 1602), and we often can signpost callers to either their local Age UK depending on the query, or to other services where needed.
I was sorry to hear that you were unhappy with the advice given.
If you would like me to look into this further for you, please email feedbackatageuk@ageuk.org.uk and I'd be happy to help.
Kindest regards, Age UK
Short sighted
They don’t accept American Express for donations. How stupid
21 January 2026
Unprompted review
Rang Age UK to find out about hiring a…
Rang Age UK to find out about hiring a cleaner for my elderly and poorly father.
Not living close to him, I didn't know where to go to find someone trustworthy.
They said they would have to come to his house to do an assessment and just this alone would cost £31.
What a total rip-off.
Greedy people and I wouldn't call this very charitable.
22 January 2025
Unprompted review
Reply from Age UK
Dear Susan, thank you for taking the time to get in touch.
I am sorry to hear that you are concerned about the pricing of Age UK Services.
This cleaning service would have been provided by a local Age UK, which is an independent charity to us here at the national charity. However we do work in partnership with all 120 local Age UKs to help deliver face to face services to support older people in their communities, even though we are not the Head Office.
It is important to us that Age UK provides the best service possible and are there for older people in need. This means that we do offer some services that attract a fee. These fees should have been made clear when this service was offered. We aim to charge a competitive rate, which can be driven by the availability of the right type of resource in your area. We charge for some services to help sustain the charities vital work which is offered free of charge, these include critical programmes focused on older people such as our befriending service; benefit support; Information and Advice.
I hope you can understand that as a charity we do need to ensure that we are using our funds in the best way we see fit to delivery against our Charitable Objectives.
If you would like to let me know which Age UK you contacted by emailing feedbackatageuk@ageuk.org.uk I can put you in touch with them directly?
Kindest regards,
Age UK
Why do they have charitable status?
Just tried getting some help for an elderly friend using their "helpline". All I got was a 25-minute wait with messages trying to sell me products. Never spoke to an actual person. More like a scam site than a charity.
EDIT: Can I suggest that, rather than replying to comments on here, AUK actually concentrate on answering their helpline and working to help old people. Ditch the PR and do what you're subsidised to do.
13 January 2026
Unprompted review
Reply from Age UK
Hi Steve, thank you for getting in touch. Would you mind please sharing further details via email to feedbackatageuk@ageuk.org.uk so we can look into this further for you?
Was it the national advice line you called, as we don't sell anything via the Information & Advice line, the number is 0800 678 1602 for reference or online here : https://www.ageuk.org.uk/contact-us/information-and-advice/
Please also include the information you were seeking and we can do our best to help.
All best wishes,
Claire, Age UK
WHERE DOES THE MONEY GO?
During the recent heatwave an 83 year-old neighbour of mine suffered the breakdown of her elderly fridge, and had not the funds to replace it.
I telephoned Age Concern, explained her position, and asked them if they would finance a replacement appliance for her. A haughty lady on the other end said, 'We don't do things like that. We give advice on whete she can make the purchase herself.' Very helpful!
Now the CEO of this charity is paid £180,000 a year. Their shops, staffed by volunteers, make 100 per cent gross profit on sales. They are able to apply for 100 per cent business rate relief, and they receive tax concessions across the board. Bequests are large and generous, as are cash donations, so where is all this money going? I think we should be told, and told honestly and comprehensively. Don't you? My investigations continue.
11 September 2025
Unprompted review
Reply from Age UK
Dear Justin,
We understand your disappointment that Age UK was unable to help with purchasing a fridge for your neighbour. Whilst Age UK does not provide monetary grants to individuals, we are proud of the work we undertake and the kind donations we receive go towards funding a range of free services such as our Advice Line (open 365 days a year) and Telephone Friendship Service, supporting our local programmes like Walking Football and Benefit checks, and successfully influencing public policy on a wide range of issues that matter to older people, such as defending the Winter Fuel Payment. Further information can be found in our Annual Reports here - https://www.ageuk.org.uk/about-us/what-we-do/annual-reports/
Best wishes,
Claire, Age UK
House insurance premiums are scandalous…
House insurance premiums are scandalous ..I phoned for a quote £208 AA no accidental damage on buildings or contents no legal cover no home emergency cover no added cover for possession away from the home bikes or nothing ....silver cover wouldn't cover leaking pipes plants in your garden £516.20 p or gold level insurance £659.77 p again with no extra covers on anything ..I said something to call handler about ripping older people off
.it's shameful absolutely disgraceful the insurance ombudsman should be involved with this company ..vulnerable customers getting stung 3 times what other insurance companies are charging ....please be aware of this problem...
6 January 2026
Unprompted review
Repeat order subscriptions
Awful service
Send products and charge for them giving you a few second to cancel.
Do not subscribe to repeat orders under any circumstance
24 December 2025
Unprompted review
Reply from Age UK
Thank you for sharing your experience with us and I am sorry you were disappointment with the service you received. We really value our customer’s feedback and would welcome the opportunity to review your concerns in more detail. If you would like to discuss this further with us please do not hesitate to get in touch with our Age Co Customer Relations team either by calling 0800 055 6205 (lines open 10am to 4pm Monday to Friday excluding bank holidays) or you can email customer.relations@ageco.co.uk
Lottery numbers not recognised
Asked to add a lottery ticket to my purchase in the Rawtenstall branch. Checked online to find that my numbers weren’t recognised. This appears to be a recurring problem judging by other reviews. What is going on Age UK??
26 December 2025
Unprompted review
Reply from Age UK
Dear Roman
Thank you so much for supporting Age UK by purchasing a lottery ticket from our charity shop. We very much appreciate your support and we are so sorry that your ticket number wasn't recognised on our website. Please could you kindly visit the following link - https://play.ageuk.org.uk/claim - and try again? The webpage must be exactly how it is printed on your ticket. I have cascaded this to our team to check for any issues, and in the meantime you may wish to call our friendly lottery helpline team on 0800 304 7623 to check if you have won.
I am very sorry again for the inconvenience and really hope this does not put you off playing our lottery or shopping with us in future.
Amy - Age UK
No compassion phone line…
I needed to talk so called the line advertised on TV. I was experiencing high anxiety that day. The woman's attitude to me was awful she had no compassion. She didn't listen to how i was feeling, that my anxiety was irrational and minimised my feelings she couldn't wait to put the phone down. Made me feel even worse than when I called. Finally I hung up on her
1 November 2025
Unprompted review
Reply from Age UK
Hello and thank you for taking the time to leave your feedback.
I was sorry to read that you feel you were not helped over the phone. Was it Age UK's Information and Advice line you called?
We record all calls for training purposes so if you were happy to email us at feedbackatageuk@ageuk.org.uk with the number you called from, we can review your call and see if we can help you further?
All best wishes
Claire, Age UK
So Thankful
I have been struggling for over a week to get my elderly mothers GP to call me about my moms symptoms etc ,etc,111 even sent the practice an email and still no joy,I was feeling so frustrated and alone,I was getting no support with my frustrations,so I decided to reach out to Age UK today and it was the best decision I ever made!!! The lady I spoke with was so comforting,she listened to my situation and said she will do her best to help me,I can't divulge the situation she helped me with for medical reasons obviously,but I just want to say that Lady today restored my faith in humanity ❤️
4 December 2025
Unprompted review
Reply from Age UK
Dear Glenn, thank you very much for taking the time to leave your lovely feedback. It is very much appreciated.
I was happy to read that you received some help for your mum.
Wishing you both all the very best,
Kindest regards
Claire, Age UK.
Age UK Home insurance - scandalous
Called Age UK Home insurance to get a quote and was utterly shocked. Much simpler cover than other providers and yet they wanted to charge over £700! Utter madness. I have a normal modern brick house with normal build (no odd building materials or flat roof) in a nice area. All other providers quoted (for the same building and contents) between £145 and £210. How on earth Age UK quote came out at over £700 (this was without all the bells and whistles, just very basic cover, no high value items etc!!) is beyond belief. I don't live in a listed building or a palace! I feel concerned that elderly people may be easily duped into parting with a lot of their money when they could easily get good cover from another insurer. Age UK needs to be investigated - what on earth are they doing!!?! I shall be making a complaint and letting my MP know too. It's an absolute scandal. Shame on you Age UK. Call yourself a charity for the elderly!? I don't think so.
21 November 2025
Unprompted review
Reply from Age UK
Dear Lisa,
Thank you for taking the time to share your experience with Age Co Home Insurance and we are very sorry to learn of your concerns regarding the premium you have been quoted.
Age Co is the trading arm of Age UK and they work with dedicated product partners to provide a range of services including a Home Insurance policy which is provided by LV=.
Please be assured that details of your review have been shared with Age Co and if you would like to get in touch with them directly to discuss this further you can call 0800 055 6205 (lines are open 10am to 4pm Monday to Friday, excluding bank holidays) or you can email customer.relations@ageco.co.uk.
Once again thank you for taking the time to share your review.
Kindest regards
Age UK
Disappointed at lack of help
Am extremely upset with Age Uk which is a charity to help the elderly or so I thought! My elderly mother now needs a carer and we were advised by the care team to buy a key safe. I bought one then rang Age UK to see if their handyman could come to put the key safe on the wall. I was told they could only fit their ones at a cost of £85 I told them I had already got the key safe I just wanted the handyman to fit it. I was told no he couldn't, it has to be their key safe. My mother is 88 there is no one to do this for her and she now cannot have the key safe we purchased installed and will have to try and find someone reliable to do it. I find it disgraceful that a charity designed to help the elderly basically refuses to. The handyman can change a light bulb but can't put 4 screws in a wall!!! Am extremely disappointed at this so called charitable organisation
20 November 2025
Unprompted review
Reply from Age UK
Dear Suzan, thank you for taking the time to get in touch with us here at Age UK the national charity. I was so sorry to hear about the issue with the installation of the key safe. I wonder if it perhaps has something to do with not being able to guarantee the works if the key safe isn't supplied by Age UK, I'm not sure on that I'm afraid.
Here at Age UK the national charity, we don't provide assistance of this kind, but we do partner with around 120 local Age UK's who run local services and activities but these run as separate charities to us here at the national charity.
Your local Age UK will have their own complaints procedure if you wanted to raise a formal complaint and they should be able to explain further about the key safe.
Alternatively, if you are kindly able to email us at feedbackatageuk@ageuk.org.uk with your contact details I can forward your complaint on to your local Age UK on your behalf?
I hope you do manage to have the key safe installed and all the very best to you and your mum.
Kindest regards, Claire, Age UK.
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