Complaints Policy

At A-Sisterhood, we are committed to upholding the highest standards of integrity, respect, and professionalism across all our initiatives. We welcome feedback and take complaints seriously as part of our commitment to continuous improvement and survivor dignity.

Purpose

This policy outlines how individuals can raise concerns or complaints about any aspect of A-Sisterhood’s work, and how we will respond. 

Who Can Make a Complaint?

Anyone who interacts with A-Sisterhood—including ambassadors, partners, supporters, and members of the public—is welcome to raise a concern.

What We Consider a Complaint

  • A complaint is any expression of dissatisfaction about our actions, decisions, communications, or conduct that requires a formal response. This includes:
  • Concerns about ambassador conduct or program delivery
  • Issues with communications, branded materials, or public campaigns
  • Feedback about our fundraising practices or ethical standards
  • Allegations of policy breaches or safeguarding concerns

How to Submit a Complaint

Complaints must be submitted in writing via email to paula@a-sisterhood.org.uk Please include:

  • Your full name and contact details
  • A clear description of the issue
  • Relevant dates, locations, or individuals involved
  • Any supporting documentation

Anonymous complaints will be reviewed at our discretion, but we encourage transparency to ensure a fair resolution.

What Happens Next

  • You will receive an acknowledgment within 5 working days.
  • We aim to respond fully within 15 working days. If more time is needed, we will keep you informed.
  • Your complaint will be reviewed by a senior member of our team

Confidentiality and Protection

All complaints are handled confidentially and in accordance with data protection laws. We will not tolerate retaliation against anyone who raises a concern in good faith.

What We Cannot Address

We do not respond to:

  • Complaints based on misinformation or defamatory claims
  • Requests for personal compensation
  • Issues unrelated to A-Sisterhood’s work or remit
  • Anonymous communication