Foundation

Policies

Complaints policy

Last updated: October 2026

Draft policy. ZuAfrique Foundation is being established. This policy will be reviewed by a legal adviser and formally adopted by our trustees as part of registration.

We want to hear when we get things wrong.

How to complain

Email info@ayahq.com with “Complaint” in the subject line. Tell us what happened, when, and what you would like us to do.

What happens next

  1. We will acknowledge your complaint within 5 working days.
  2. A member of the team, or a trustee if the complaint is about senior staff, will investigate it.
  3. We will give you a full response within 20 working days, or tell you why we need longer.

If you’re still not satisfied

You can ask for your complaint to be reviewed by the Chair of Trustees. If your complaint is about fundraising and remains unresolved, you can contact the Fundraising Regulator. You can raise serious concerns about how the charity is run with the Charity Commission.

Safeguarding concerns should go straight to our safeguarding lead. See our safeguarding policy.