Complaints procedure

At ActionAid we try to communicate with all supporters and members of the public in a way that is welcomed by them, but we understand that sometimes we don’t get it right.

We view contact and criticisms as an opportunity to learn. So we genuinely want to hear from you and are grateful for the opportunity to respond.

Get in touch

If you wish to complain you can do so here:

ActionAid
Chataway House
Leach Road
Chard
Somerset
TA20 1FR
Tel: +44 (0)1460 238000, asking for Dawn Wyatt (our complaints co-ordinator). We are open from 8.30am to 7pm Monday to Thursday and from 8.30am to 5pm on Friday. Out of hours you can leave a message on our answerphone.

Email: supportercare@actionaid.org

What next?

Once we've received your complaint we will aim to:

• Respond within two working days. This is our sincere intention and we stick to it whenever possible.
• Keep copies of your complaint(s) and our response to you, and share these within ActionAid more widely to make sure we learn from the experience.

Please be aware that while we always listen to complaints and respond with respect, we may not always be able to make changes. If we cannot, we will explain why.

Taking it further

If you're unhappy with our response you can contact the Fundraising Standards Board (FRSB).

As a member of the FRSB, we are committed to the highest standards in fundraising, so if your complaint is related to a fundraising issue you can refer it (within two months of our response) to the FRSB:

The Fundraising Standards Board
Hampton House
20 Albert Embankment
London
SE1 7TJ
Tel: +44 (0)845 402 5442

Email: complaint@frsb.org.uk

The FRSB will uphold, reject or adjudicate relating to your complaint.

If your complaint is not about fundraising, and you are not satisfied with our response, you can contact The Charity Commission:

The Charity Commission
PO Box 1227
Liverpool
L69 3UG
Tel: +44 (0)845 3000 218

Email via: www.charity-commission.gov.uk

Our promise

Thank you for taking the time to read this complaints procedure and, should you need to use it, you can be assured of our full attention and honest response. If we have made a mistake we will apologise, and if we need to make changes we will.