Complaints Policy

The Foundation welcomes feedback and takes complaints seriously. Complaints help us improve our work, protect trust, and maintain high standards. We aim to respond fairly, respectfully, and proportionately.

A complaint may relate to communication, service, conduct, goods handling, donation processes, volunteering, partnership activity, fundraising, safety, or the way the Foundation has applied its policies.

Complaints should be sent by email with the complainant’s name, contact details, a clear description of the issue, relevant dates, and any supporting information. Anonymous complaints may be considered where enough information is provided, especially where safeguarding, safety, or wrongdoing is alleged.

The Foundation will aim to acknowledge complaints within a reasonable time, review available information, speak to relevant people where appropriate, and provide a response. Complex complaints may take longer, especially where safeguarding, legal, partner, or financial issues are involved.

If a complainant remains unhappy, the Foundation may arrange a further review by someone not directly involved in the issue where practical. Learning from complaints may be used to improve policies, training, procedures, or communication.

If you have any questions about this policy, please contact Kids After Hours Foundation Limited at [email protected].