Complaints Policy
A complaint is an expression of dissatisfaction about our service, conduct, fundraising or administration that calls for a response.
Making a complaint
Email info@atharhub.uk with “Complaint” in the subject or use our contact form. Tell us what happened, when, who was involved if known, the impact, supporting information and what you would like us to consider. We can consider matters within the charity’s control; we may signpost matters that belong to another organisation.
How we respond
We acknowledge complaints, appoint a fair reviewer without a material conflict of interest, examine relevant records and give a reasoned response. Information is shared only where needed, subject to safeguarding, legal and regulatory duties. We will explain if more time or information is needed rather than promise a fixed deadline that cannot be met.
Review
If you remain dissatisfied, explain why and request trustee review. A trustee who was not responsible for the original decision should review where practicable. The review response explains the charity’s final internal position and any learning or corrective action that can be shared.
Urgent and external routes
Immediate danger or suspected crime should be reported to local emergency services or police. Safeguarding concerns use our safeguarding route. Fundraising conduct may be raised with the Fundraising Regulator after our process where applicable; data protection concerns may be raised with the ICO; serious regulatory concerns may be raised with the Charity Commission in line with its remit.
Records, learning and behaviour
We keep proportionate complaint records, protect confidentiality and use themes to improve. We may set reasonable communication boundaries where behaviour is abusive, threatening or persistently prevents fair handling, while preserving a route for new material evidence, safeguarding matters or reasonable adjustments.
Make a complaint
Use the contact form or email info@atharhub.uk. Do not include unnecessary sensitive information in the first message.