Heyday is the organisation for all those either approaching retirement or already in retirement.
Heyday provides its members with the inspiration to enjoy senior life in today’s fast-paced society. This includes our exclusive magazine, special offers, information on topics such as health and money, and a lively social network.
Read more about Heyday
The Heyday Member Charter
As a member of Heyday, you are a member of the National Council on Ageing, registered charity 261794. As an equal opportunities organisation, Heyday membership is open to anyone who is over the age of 18 regardless of sex, ethnic origin or faith group.
Heyday exists to help each of our members maximise the quality of their lives. Our primary goal is to support our membership through honest, ethical and transparent dealings – and any profits we generate will be invested into supporting older people through the charitable work of the National Council on Ageing.
Our commitment to you
Our service promise
• We are 100% committed to providing reliable, polite and efficient service
• You can contact us during weekdays between 9am and 6pm (excluding public holidays)
• You can contact us by telephone, email and letter (see below for contact details)
• All membership service calls are recorded to make sure we maintain our high standards of service
• Every Heyday staff member is involved in a programme of customer care training and is frequently monitored to ensure he or she delivers the highest standard of service
• When you contact us we will always:
be approachable, helpful and considerate
treat you with courtesy and politeness
listen and understand your needs
treat all our members fairly
• Every communication we have with you will be written in plain language and free from confusing jargon (except where legal and compliance requirements mean we have to describe things in certain ways)
• We aim to:
answer all calls within 20 seconds
reply to all e-mails within 1 working day
reply to all letters within 5 working days
We will constantly review our performance to ensure we meet these levels of service
Complaints
We will always endeavour to get things right first time but if things go wrong, we want you to feel comfortable about challenging us and making a complaint. All complaints are taken seriously and we are determined to provide a swift and satisfactory resolution in each and every case.
If you need to make a complaint you can do so in any of the following ways:
• By writing to Heyday Membership Services, PO Box 87, Oakengates, TF3 3WT
• By telephoning 08456 85 05 55 (or 01364 651622) between 9am and 6pm Mondays to Fridays (excluding bank holidays)
• By e-mailing Heyday Membership Services on complaints@heyday.org.uk
Your complaint will be logged by a member of our staff who will ensure the details are passed to the appropriate department to investigate without delay.
We promise to keep in touch with you throughout any investigation to ensure you are made aware of the progress with your complaint.
Any complaints regarding insurance products will be dealt with by a separate procedure, details of which will be sent to you if you apply for a policy.
Your commitment to Heyday
Established within the National Council on Ageing is the Individual Members Forum – the formal structure through which members interests are represented.
The obligations of Membership are that:
• Members should act in the best interests of the charity at all times without excluding reasonable debate and discussion about issues relevant to the charity’s objectives.
• Members undertake to comply with rules made by the Board of the National Council on Ageing.
The Board has power to expel members if there is good reason but the member has the right to be heard before this happens.
Contact us
• Email: memberservices@heyday.org.uk
• Phone: 08458 88 44 44 or 01364 0651622
• Post: Heyday Membership Services, PO Box 87, Oakengates, TF3 3WT
