Action for Children and Communities in Africa

Supporting street and acutely vulnerable children in Kenya since 2004.

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ACACIA UK is now working in partnership with Rafiki Thabo Foundation. Read all about this exciting new partnership and how it will enable us to help even more children in need.

Complaints Policy

Feedback and Complaints

ACACIA UK is committed to upholding the rights and dignity of our beneficiaries.

We aim to treat members of the public fairly and to respect the wishes and preferences of our supporters.

To manage complaints effectively and to ensure consistency of response it is the responsibility of the Chief Executive Officer to ensure complaints from whatever source receive a response from the appropriate department, including Fundraising, Communications,  Shops and those relating to our Programme.

Should you have a complaint to make we undertake to

        1. Be responsive when you contact us
        2. Be professional and respectful in our dealings with you
        3. Listen and be engaged
        4. Respect your privacy
        5. Be accessible through different contact channels.

Our Complaints Procedure and what we will do

ACACIA UK values your support and your feedback. We take your comments seriously. We will listen to what you say, keep you informed about our progress, provide you with a prompt response and tell you how you can escalate your complaint as necessary. We will work hard to resolve problems, correct mistakes and address concerns to your satisfaction.

How to make a complaint
In the first instance please contact the relevant staff via the means outlined below, giving as much relevant information as you can, including, where relevant ,the specific  nature of your complaint, any relevant dates or times or location, the name or description of any staff member or volunteer and so on.

When contacting us about a complaint, please feel free to suggest how you think it could be resolved or how we could do better.

You can contact us in whichever way is most convenient to you and we will respond to you via the same method unless you request us to do so otherwise.

Timescale

We will acknowledge your complaint and provide an initial response to your feedback within 10 working days.

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 owing to exceptional circumstances, we will of course let you know.

Complaints that we cannot deal with

From time to time we might receive complaints that do not relate directly to something that ACACIA UK has done or that we are not in a position to comment on. We are a charity with limited resources and we must use these in the best way possible. This can mean not engaging in lengthy debates on issues that are unrelated to ACACIA UK’s work.

There may be rare occasions when we choose not to respond to a complaint at all. These include:

              • When a complaint is about something that ACACIA UK has no direct connection to. We may choose to reply to clear our name but we are not obliged to.
              • When someone unreasonably pursues a complaint that we have already responded to. They will be given escalation points but we may choose not to reply again. We will always inform you of our decision to do this.
              • When a complainant is being obviously abusive, prejudiced or offensive in their manner.
              • When a complainant is harassing a staff member.
              • When a complaint is incoherent or illegible.
              • When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we can choose whether it is necessary for us to reply.
              • When a complaint is made anonymously.

What if I am not happy with your response?

We hope that we are able to resolve your complaint in an honest, open and satisfactory way. However, if after contacting relevant staff via the means outlined below you are still unhappy then you can write, either by letter or email, directly to our Chief Executive Officer.

Please outline the details of the complaint, why you have not been satisfied with our response up to now and what you would like us to do to put things right.

If you remain dissatisfied your complaint can be referred, at your request, to the Board of Trustees who will work with our Chief Executive Officer and Fundraising / Communications/ Shop / Programme team as relevant to resolve the issue.

Complaints about Fundraising or Communications

We aim to fundraise with integrity and honesty and to a high standard.  Through our fundraising activities we aim to inspire people and to form strong relationships with them to support girls and boys in East Africa with developmental disabilities and mental health issues into education. 

If you wish to make a complaint about our fundraising please contact us as follows:

Telephone:   01235 539319 (please note that our staff work on a part time basis. The line is open 10am – 3pm UK time. If staff are not immediately available, please leave an answer phone message and your call will be returned)

Email:            fundraising@acaciauk.org

Post:               Fundraiser, ACACIA UK, 10 Broad Street, Abingdon, OX14 3LH

ACACIA UK is a member of the Fundraising Standards Board (FRSB), the self-regulator for fundraising in the UK, and we agree to abide by its decisions.

If your complaint is about our fundraising activities and ultimately, after going through the process outlined above, we are unable to resolve it to your satisfaction, you can ask the Fundraising Standards Board, to consider it by:

Please note that the Fundraising Standards Board can only consider complaints received within 3 months of the original incident

The Fundraising Standards Board will investigate your complaint within 20 working days of receiving it and if you are not satisfied with its conclusions, you can request that their Board of Directors look at it again. Their decision will be made within 60 calendar days, will be final and will be made public.

Complaints about our Shops

If you wish to make a complaint about our Shops please contact our Shops Coordinator as follows:

Telephone:        01235 539319 (please note that our staff work on a part time basis. The line is open 10am – 3pm UK time. If staff are not immediately available, please leave an answer phone message and your call will be returned)

Email:                   shopscoordinator@acaciauk.org

Post:                      Shops Coordinator, ACACIA UK, 10 Broad Street, Abingdon, OX14 3LH 

Complaints about our Programme

If you wish to make a complaint about a project or activity or member of staff in our international programme please use the information below.

Telephone:        01235 539319 (please note that our staff work on a part time basis. The line is open 10am – 3pm UK time. If staff are not immediately available, please leave an answer phone message and your call will be returned)

Email:                   info@acaciauk.org  – marked for the attention of the CEO

Post:                      Chief Executive Officer, ACACIA UK, 10 Broad Street, Abingdon, OX14 3LH