At HelpAge, we are committed to ensuring the dignity, safety, and rights of older people in all aspects of our work. If you have concerns about our services, staff, partners, or how older people are treated within our programmes, we encourage you to share your complaint.
We take all complaints seriously, particularly those related to safeguarding, fraud, bribery, and misconduct. We will work to resolve issues fairly and transparently, following:
- Code of Conduct – outlines expected behaviour and ethical standards for staff and partners.
- Safeguarding Policy – ensures the safety and protection of older people in our programmes, addressing concerns related to harm, abuse, or neglect.
- Serious Incidents Reporting Policy – covers critical issues such as fraud, misconduct, legal breaches, and other serious risks to HelpAge.
- Anti-Fraud and Bribery Policy – sets out measures to prevent and address fraud, bribery, and corruption.
As a member of the Core Humanitarian Standard (CHS) Alliance, we uphold the highest standards of accountability and ethical practice. We follow the CHS complaints policy, ensuring all concerns are handled with professionalism, confidentiality, and impartiality.
How to submit a complaint
If you wish to make a complaint, please send an email to concerns@helpage.org.
To help us respond effectively, please include the following information in your email:
- A clear description of your complaint
- The date and location of the incident, if relevant
- Names of any individuals involved, if known
- Any supporting documents or evidence
- Your contact details, so we can follow up with you
How we handle complaints
- Acknowledgement: We will promptly confirm receipt of your complaint.
- Review and investigation: Following our policies, we will conduct a fair and impartial review.
- Response and resolution: We aim to address complaints promptly and will keep you informed throughout the process.
If you have an urgent safeguarding concern regarding an older person, please contact us immediately at concerns@helpage.org.