Complaints Policy

Last updated: 24/06/2026

Aytac Aid aims to carry out its charitable work with honesty, care, dignity, and accountability.

We welcome feedback and take complaints seriously.

Purpose of This Policy

This policy explains how people can raise a complaint about Aytac Aid and how we aim to respond.

What You Can Complain About

You can complain about:

• The way Aytac Aid has handled an enquiry
• The conduct of someone representing Aytac Aid
• A project, event, or charitable activity
• Communication from Aytac Aid
• Concerns about dignity, fairness, or respect
• Use of images, videos, or personal information
• Partnership or volunteering issues
• Any other matter involving Aytac Aid’s work

How to Make a Complaint

Please send your complaint to:

Or write to:

Please include:

• Your name
• Your contact details
• What happened
• When it happened
• Who was involved, if known
• What you would like us to do
• Any supporting information

How We Will Handle Complaints

Aytac Aid will aim to:

1. Acknowledge your complaint within 5 working days.
2. Review the complaint fairly.
3. Ask for more information if needed.
4. Respond within 20 working days where possible.
5. Explain the outcome clearly.
6. Take appropriate action where the complaint is upheld.

Some complaints may take longer if they are complex, involve safeguarding, require trustee review, or involve external organisations.

Escalation

If you are not satisfied with the first response, you may ask for the complaint to be reviewed by the trustees.

A trustee who was not directly involved in the original issue should review the complaint where possible.

Aytac Aid will aim to provide a final response within 20 working days of escalation.

Serious Concerns

Some concerns may need to be reported to external bodies, including regulators, local authorities, safeguarding agencies, police, or other relevant organisations.

Where appropriate, Aytac Aid will cooperate with external authorities.

Charity Commission

The Charity Commission does not act as a general complaints service for every charity complaint.

However, serious concerns about a registered charity may be raised with the Charity Commission where appropriate.

Fundraising Complaints

If Aytac Aid carries out fundraising activity, fundraising complaints should first be raised with Aytac Aid.

Where relevant, unresolved fundraising complaints may be referred to the appropriate fundraising regulator.

Confidentiality

Complaints will be handled confidentially and shared only with people who need to know in order to review, respond, investigate, or take appropriate action.

Learning From Complaints

Aytac Aid will use complaints and feedback to improve its work, communication, policies, and charitable practice.