Our complaints procedure

If you would like to make a complaint about any aspect of ActionAid UK, you can be assured that we will take your feedback seriously. If we have made a mistake we will apologise and if we need to make any changes we will.  

At ActionAid UK we try to communicate with our supporters and members of the public in a way that is welcomed by them. We understand that sometimes we do not get this right.  

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

How to get in touch

You can contact us by email, phone and post and we advise you to get in touch with your feedback in the way that you are most comfortable with.  

You will receive a response from a member of our dedicated Supporter Contact team. If you choose to phone us outside of our working hours or our lines are busy, please email us a message with your name and number, and we will make sure we call you back.   

Email: supportercontact@actionaid.org  

Phone: 01460 238 000 – our lines are usually open 10am to 4pm, Monday to Friday.   

Post: Supporter Contact Team, ActionAid UK, Chard Business Park, Jarman Way, Chard, Somerset, TA20 1FB  

How long it will take us to respond

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. We will always let you know if we will need more than 10 days, for example, if it’s a complex concern needing investigation with a third party.  

During extremely busy periods and emergency appeals, we may take longer to get back to you.  

What we will do

We will share the lessons we have drawn from your complaint within ActionAid to make sure we learn from the experience. We welcome suggestions about how you think the issue you raise could be resolved.   

As a charity focused on changing the world with women and girls, we do not always have the capacity to respond to complaints which are not directly about ActionAid’s work.  

We ensure our resources are used efficiently, meaning we cannot engage in lengthy debates on issues unrelated to our work.   

We record every complaint we receive and will use your contact details to provide you with a response in most circumstances.   

Should you wish to make an anonymous complaint, we will not be able to update you but please rest assured that we will treat this with the same care and consideration as any other feedback, and will feed your comments into improving how we do things moving forward.  

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.