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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Reviews shaping this summary
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
Written by the company
Contact info
Floor 7, One America Square, 17 Crosswall, EC3N 2LB, London, United Kingdom
- www.ageuk.org.uk
1.9
Poor
360 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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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
22 July 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.
7 July 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.
30 June 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).
13 June 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.
26 June 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.
10 June 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.
6 June 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.
6 June 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.
6 June 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.
3 June 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!
14 May 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.
Very rude woman
Ramshill Rd, Scarborough. The rudest woman I have ever encountered in retail.
8 May 2025
Unprompted review
Reply from Age UK
Hi Michelle, thank you for taking the time to contact us. I was sorry to read of your experience. This shop is run by Age UK North Yorkshire Coast & Moors, which is an independent charity to us here at Age UK the national charity. I am sure they would like to look into your experience, and they can be contacted by using the following link : https://www.ageuk.org.uk/northyorkshirecoastmoors/about-us/online-contact-form/
If I can help in any other way please do let me know.
All best wishes, Claire, Age UK
Wish there was a 0 star option
Wish there was a 0 star option. Julie is rude and not helpful. Debbie promises help but nothing materialises. My mother is in dire financial need and noone at Age UK Leeds seems to want to help her. Terrible experience at this “organisation"
14 April 2025
Unprompted review
Reply from Age UK
Hello. Thank you for your message. I was sorry to read of your experience and can understand you are looking for the best to assist your mum. I am sure Age UK Leeds would want to look into your concerns in line with their complaints policies & procedures and see how they can help.
Here at Age UK the national charity, we work with around 120 partners (known as local Age UK's) but they are separate charities in their own right. You can contact Age UK Leeds here : https://www.ageuk.org.uk/leeds/about-us/contact-us/complaints-comments-and-compliements/
If I can help with anything else here at the national charity, please do let me know.
Kindest regards, Claire, Age UK.
I was a volunteer at age UK London…
I was a volunteer at age UK London street Norwich but I got kicked out for something that was not my entirely fault because I was on the till and all I did was cancelled a couple of items after I pressed the finish and pay button know I know it should a paid member of staff who has to go backwards and cancel an item after you pressed the finish and pay button but the manager himself gave me his till number number and I assume he gave me permission to use his till to cancel items as I was never told not to use his till number I thought I was being helpful as I was backed up with angry costumer and I not find a paid member of staff to come and cancel at item no matter how many times I rang the bell near the till for a paid member of staff to come and cancel an item and I was backed up with other costumers who need to be served so after all that I was told that I had to leave or the police would be called all because the manager gave me his till number now I feel isolated because I live on my I feel I have been disability discriminated and age discriminated and I feel like killing myself for it I feel depressed as well as isolated because I live in a one bedroom flat alone and on my own 24/7 days a week and the only thing that could change all of that is if I can get in to age UK as a volunteer and start from where I left off the manager also said the Sarah the area manager and Sam the big boss told him to get rid of me I write on the CEO Paul farmer comment page on LINKEDIN which he has not got back to me and I wrote to head office of age UK saying I have got no food and drink in my flat so I have not eaten or drinking for a couple of months and I told them that my mobile has broken and that I do not have a landline phone and Sam the big boss wrote an email back with all these phone numbers for me to call but one how am I meant to call any one if I have got to phone to call from and 2 how am I meant to go to those places in the first place because they are miles from where I live and I do not drive and I have no money to catch a bus plus I do not where these places are all I can say it would be easier if I can come back to age as volunteer and start back from where I left off because I would so happy then because the volunteers and the costumers I served were like family to me plus if I could come back as a volunteer I could make age UK more money then they know what to do with and I can get there gift aid up in donations and selling gift aid donations by 200 percent especially if they make me a key holder once they got the key holder thing sorted
10 March 2025
Unprompted review
Reply from Age UK
Dear Adrian, thank you very much for getting in touch. We are really sorry that you are feeling this way- your message has been passed on to our retail team and somebody will be in touch with you as soon as possible. If I can help with anything else in the meantime, please do let me know.
All the very best
Claire, Age UK.
The Age UK helpline is nothing like a…
The Age UK helpline is nothing like a helpline. Every instance I have asked for advice they haven't been of any help and have made me feel worse. My following calls to Samaritans have been far more helpful. It says something when ringing a helpline ends in a call to Samaritans. I'm just one senior citizen trying to help another senior citizens but Age UK are definitely no help at all, in fact they have made the situation far worse.
29 March 2025
Unprompted review
Reply from Age UK
Dear John,
Our services include Age UK's Advice Line which is a free, confidential national telephone service for older people, as well as their families, friends, carers and professionals providing information on a range of topics such as benefits or care needs. Age UK's Silver Line Helpline is the UK's only free, confidential helpline providing friendship to older people who may be feeling lonely and want a friendly chat, available 24 hours a day, 365 days a year. If our services can't meet a caller's needs, our staff will suggest alternative services that are better suited to them. Whilst we operate a very different service to Samaritans, we're really concerned to hear you felt worse after calling Age UK. This is never our intention and I'd like to look into this further. If you could kindly email us at FeedbackatAgeUK@AgeUK.org.uk with the phone number you called from and the date of your call to us that would be very much appreciated as we'd like to investigate this.
Kind regards
Amy - Age UK
Good fun and great company
Age UK in Haywards Heath is absolutely brilliant. I can go whenever I like and the lunches are delicious. I love the art classes and board games group. They have various exercise classes and you can book treatments too. There are celebratiin days for things such as Valentines Day. St Patrick's day, Easter etc. with a quiz, raffle, lunch and musical entertainment. All very reasonably priced for our State Pension budgets. It's very friendly and I highly recommend going.
8 March 2025
Unprompted review
Reply from Age UK
Dear Susan,
Please could we take the time to thank you ever so much for your kind words. We're so pleased to hear you're having a good experience with your local office, Age UK Brighton, Hove and West Sussex. I will also share your very kind feedback with your local Age UK as well.
If there is anything else, we can assist you with please do let us know.
Warm wishes,
Age UK
Bought a top in a age uk charity shop…
Bought a top in a age uk charity shop in Morpeth. As the top was no good i tried to take it back to age uk charity shop in my local shop in Blaydon. They said i had to take it back to Morpeth that they were an independant company but the sign outside the shop had the age uk sign so whats that all about. Just felt the assistant just couldnt be bothered to do a credit note for me. Will never support age uk again.
5 March 2025
Unprompted review
Reply from Age UK
Hello, and thank you for your feedback. I was sorry to read that you were unable to return your top to the Blaydon Age UK shop, and I can understand your frustration.
Here at Age UK the national charity, we run a proportion of shops ourselves, but other Age UK shops are run by our brand partners known as ‘local Age UK’s’, who are independent charities to us here.
After looking at the Blaydon area, we can see that we do have two other options which are national Age UK shops- North Shields and Chester le Street although I appreciate they are a distance away. Both shops would be able to accept the item for refund if you found yourself in the local area.
Thank you again for being in touch with us.
Kindest regards
Claire, Age UK
Aren't you ashamed of yourselves
Aren't you ashamed of yourselves? Look at your ratings.
Because you are a business and conspire with care homes and other authorities to cover up elderly abuse.
Politicians and the media blame the elderly for all the problems of the country, from the economy to the NHS, to a degree that younger people hate them and want to get rid of them, while you hardly say anything to defend them.
24 February 2025
Unprompted review
Reply from Age UK
Dear Fattah,
We are concerned that you have stated that Age UK conspire with care homes and cover up abuse. This is certainly not the case and we'd be grateful to explore any information you have relating to this further. Please email us directly at feedbackatageuk@ageuk.org.uk and share your findings with us so we can investigate further.
Furthermore, our Campaigns Team do a fantastic job at standing up for older people's rights and highlighting inequalities to the government - you can find out more here - https://www.ageuk.org.uk/our-impact/campaigning/
Kind regards
Amy - Age UK
Wast of time useless
Wast of time useless.
They just make you feel worse.
I am extreamly disabled in cronic pain. Needed expanding with papers. No expanding at all.
I'm now depressed bear 70.
11 December 2024
Unprompted review
Reply from Age UK
Dear Peter, Thank you for your feedback. I was sorry to read of your experience. If you are able to share further details by emailing us at feedbackatageuk@ageuk.org.uk I can look into your concerns further for you. Here at the national charity, we run a free to call Information & Advice line, which is open 365 days a year, from 8am to 7pm, and the number is 0800 678 1602. We also work with over 115 local partners (known as local Age UK's) who run as independent charities, and who would be happy to look into your concerns if you can share further details. All best wishes Claire, Age UK.
NO CONCERN FOR OLD PEOPLE
NO CONCERN FOR OLD PEOPLE. I have been in touch with this Organisation twice , at different Branches in Kent. over the last 10 years. no help at all . Once for advice on My battle with local Council
.I am now in My late seventies This week I called in at My local Branch , as I was desperate . living in primitive accommodation without power. in sub zero temperatures .. They offered no help or advice. would not even listen to Me, ( 'CANNOT HELP YOU' ) admittedly I did look a bit disheveled at the time ( due to My situation )
10 February 2025
Unprompted review
Reply from Age UK
Dear Nigel, thank you for your message. I was sorry to read of your experience and I encourage you please to email us at feedbackatageuk@ageuk.org.uk with a few more details, including which local Age UK you have been in touch with, and your best contact details so I can look into this further for you? In the meantime we have our free to call Information & Advice line, which is open 365 days a year, from 8am to 7pm each day, and the number is 0800 678 1602. My helpful and friendly colleagues will be able to advise you further regarding support surrounding your accommodation problems. Kindest regards, Claire, Age UK.
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