Complaints Policy

Effective Date:01/08/2026

At Orange Tree Foundation UK, we are committed to maintaining the highest standards of integrity, transparency, and accountability. We value feedback from our supporters, beneficiaries, partners, volunteers, and the wider community. If you are dissatisfied with any aspect of our work or services, we encourage you to let us know so that we can address your concerns and continue to improve.

Our Commitment

We aim to:

  • Treat every complaint fairly, respectfully, and confidentially.
  • Investigate complaints promptly and objectively.
  • Resolve issues in a timely and transparent manner.
  • Learn from feedback to improve our services and operations.

What is a Complaint?

A complaint is any expression of dissatisfaction regarding our services, fundraising activities, communications, staff, volunteers, or any aspect of Orange Tree Foundation UK’s operations.

How to Submit a Complaint

You can submit your complaint by contacting us through:

Email: info@otfuk.org

Postal Address: United Kingdom

Please include as much information as possible, including your name, contact details, and a clear description of your concern.

Our Complaints Process

  • We will acknowledge receipt of your complaint within 5 working days.
  • We will investigate the matter thoroughly and fairly.
  • We aim to provide a full response within 20 working days. If additional time is required, we will keep you informed of our progress.
  • Where appropriate, we will explain any actions taken to resolve the issue.

    • Escalating a Complaint

    If you are not satisfied with our response, you may request that your complaint be reviewed by senior management or the Board of Trustees.

    Confidentiality

    All complaints will be handled confidentially and in accordance with applicable data protection laws.

    Continuous Improvement

    We regularly review complaints to identify opportunities to improve our services, policies, and communications.

    Contact Us

    If you have any questions regarding this Complaints Policy, please contact:

    Orange Tree Foundation UK

    Email: info@otfuk.org

    Website: https://otfuk.org/

    Charity No: 1217122

    Registered in England and Wales.