Our Complaints Policy
Action Against Hunger is committed to delivering a high standard of service to anyone who engages with our work.
We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves.
How you can contact us
Written complaints may be sent to Action Against Hunger UK at: 4th Floor, 6 Mitre Passage, London SE10 0ER, or by e-mail at firstname.lastname@example.org
Verbal complaints may be made by phone to 0208 853 7571 or in person to any of Action Against Hunger’s staff or trustees at the above address, or at any of our events or activities
Complaints can be made to the Charity Commission at any stage. Information about the kind of complaints the Commission can involve itself in can be found on their website at: www.charitycommission.gov.uk
What happens next
We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.
If you are not happy with the response you receive, you can escalate your concerns to Kristina Hedderly-Perez, Assistant Director of Public Engagement, who will consider the matter in more detail.
If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can contact the Fundraising Preference Service (FPS).
Action Against Hunger is a member of the new regulator who manages the FPS and we agree to abide by its decisions.
Information about the new regulator and FPS can be found on their website.
If you need advice, or are unable to complain in writing for any reason, you can contact the Fundraising Regulator by phone on 0300 999 3407.