We are committed to providing a professional, transparent, and respectful service. We take complaints seriously and use feedback to improve our website, activities, and any fundraising or charitable work we carry out.

This Complaints Policy explains how you can raise a concern and how we will handle it.

A complaint is any expression of dissatisfaction about our services or activities, fundraising practices, communications, use of personal information, behaviour of staff or volunteers, website content or accessibility, or handling of donations.

You can make a complaint by contacting us using the details provided on our website. Please include your name and contact details, details of the complaint, any relevant dates or evidence, and how you would like the issue resolved. Anonymous complaints may be considered, although we may not be able to fully investigate them.

We aim to acknowledge complaints within 5 working days. We will review the information fairly and confidentially, which may include speaking with staff, volunteers, or third parties involved. We aim to provide a full response within 20 working days. If additional time is required, we will let you know.

Where appropriate, we may apologise, explain what happened, correct an error, improve our procedures, or take further internal action.

If you are not satisfied with our response, you may request a further review by contacting us again within 14 days of receiving our decision.

Where applicable, complaints relating to charitable fundraising in the UK may also be referred to the Fundraising Regulator or the Charity Commission for England and Wales.

We will handle complaints and personal information in accordance with applicable data protection laws, including the UK GDPR and the Data Protection Act 2018.

If you require this policy in another format or need assistance making a complaint, please contact us.

We may update this policy from time to time, and the latest version will always be available on our website.

click below this will take you to our contact us page where you can leave your email & express your compaint in full, we will get back to you as soon as possible.