Complaints procedure | ActionAid UK

Complaints procedure

If you would like to make a complaint about any aspect of ActionAid UK, you can be assured of our full attention and honest response. If we have made a mistake we will apologise. If we need to make changes we will.

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

We view communication and feedback as an opportunity to learn. We genuinely want to hear from you and are grateful for the opportunity to respond.

Get in touch

  • Email: supportercontact@actionaid.org
  • Post: Supporter Care Team, Chataway House, Leach Road, Chard, Somerset, TA20 1FR
  • Phone: (0)1460 238 000. We are open from 9am to 6pm Monday to Friday. 

What we will do with your complaint

Once we’ve received your complaint we aim to:

  • Respond within two working days and provide a final response within 10 working days. This is our sincere intention and we stick to it whenever possible.
  • Share the lessons we have drawn from your complaint within ActionAid 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 take your complaint to the Fundraising Regulator.

ActionAid is registered with the Fundraising Regulator and committed to the highest standards in fundraising. If your complaint is related to fundraising, you can refer it (within two months of our response) to the Fundraising Regulator via their online complaints form.

Or in writing to:

Fundraising Regulator

2nd Floor,
CAN Mezzanine Building,
49-51 East Road,
London N1 6AH

Tel: +44 0300 999 3407.

Footnotes