How to raise a concern with Medaria Aid, and what we will do about it.
Medaria Aid welcomes feedback, including complaints. We believe that complaints handled well make us a better charity. If something has gone wrong, we want to know, we want to fix it, and we want to make sure it does not happen again. We will treat every complaint seriously, respond promptly, and handle all information confidentially.
A complaint is any expression of dissatisfaction about our work, our conduct, our communications, or the actions of anyone representing Medaria Aid, including trustees, staff and volunteers.
This includes complaints about:
Send your complaint to medariaaid@gmail.com with the subject line COMPLAINT
Send Complaint EmailYour complaint should include:
If you require any assistance submitting a complaint, please contact us at the same email address and we will do what we can to help.
We will acknowledge your complaint within five working days of receiving it.
Your complaint will be reviewed by a founder or trustee who was not involved in the matter being complained about, wherever possible. We will look into the facts, speak to anyone relevant, and review any relevant records.
We will provide a full written response within 28 days of acknowledgement. If the matter is complex and requires more time, we will tell you and give you a revised timeframe.
Our response will tell you what we found, what decision we have reached, and if appropriate, what action we are taking as a result.
If you are not satisfied with our response, you may request that your complaint be reviewed by a trustee not previously involved in handling it. Please make this request within 14 days of receiving our Stage One response, by email to the same address with the subject line COMPLAINT ESCALATION
We will respond to escalated complaints within 28 days.
If you remain unsatisfied after our internal process is complete, you may refer your complaint to:
For concerns about serious wrongdoing, mismanagement or regulatory breach by a registered charity.
www.gov.uk/complain-about-charity
For complaints specifically about our fundraising conduct or communications.
www.fundraisingregulator.org.uk/complaints
These bodies do not investigate all complaints but may be able to help where there is evidence of serious wrongdoing or regulatory breach.
All complaints will be handled confidentially and in accordance with our Privacy Policy. We keep a record of all complaints received, the outcome, and any actions taken. This record is reviewed by trustees annually to identify patterns or systemic issues.
We are committed to treating all complainants with respect. We ask that complainants extend the same courtesy to our trustees, staff and volunteers. We reserve the right to decline to continue correspondence where communications are abusive, threatening or harassing, while still addressing the substance of the complaint where possible.
This policy will be reviewed annually by the trustees and updated as needed. The next scheduled review is May 2027.