When something goes wrong,
a named person responds.

If anything about your experience with Unity Relief UK has gone wrong, we want to know. Complaints are not an irritation to us — they are how we get better. We promise that complaining will never affect any future application or your relationship with us in any way.

You can complain about anything: a decision you disagree with, an unkind or rushed interaction, a fundraising approach that felt wrong, a website that did not work, a delay that caused you difficulty, or a broken promise we made.

Speak to the person you were in contact with. Often the simplest thing is the right thing.

If you cannot reach them, or do not feel comfortable, contact us by email at complaints@unityrelief.org.uk, by phone on 0808 168 8500, or by writing to our registered office.

We will acknowledge your complaint within two working days and aim to provide a full written response within ten working days. The response will come from a named senior member of staff — not a no-reply mailbox.

If you are not satisfied with the stage-one response, you can ask for a formal review. A senior manager from a different team, not involved in your original case, will independently re-examine everything.

The formal review can take up to 28 days. We will write to you with the outcome, set out what (if anything) we are going to do differently, and explain how to escalate further if you remain unhappy.

If the formal review does not resolve your complaint, you can ask for it to go to our Board of Trustees. The Board's Complaints Subcommittee meets quarterly and will respond within 12 weeks.

You can also escalate externally at any time — you do not have to exhaust our internal process first. The Fundraising Regulator (for fundraising-related complaints) at fundraisingregulator.org.uk or 0300 999 3407, the Charity Commission for England and Wales (for governance concerns) at gov.uk/government/organisations/charity-commission, OSCR (Scotland) or CCNI (Northern Ireland) where applicable.

We will: acknowledge your complaint within two working days · always assign a named person · be honest about what we know and what we don't · respond in writing · explain our decision · tell you what we are going to change as a result · never penalise you for complaining.

We will not: ask you to drop the complaint · share your name with anyone outside the people directly handling it · use information you share as part of a complaint in any other process · take longer than the timeframes above without telling you why.

Compliments and suggestions are equally welcome. They are read at our quarterly all-staff meeting and frequently turn into actual improvements to our work. Send them to the same email address — we read every one.