We take complaints seriously and are committed to listening, learning, and improving.

At Literacy Aid UK, we aim to provide respectful, accessible, and high-quality support at all times. However, we understand that there may be times when we fall short or when concerns arise. If that happens, we encourage you to let us know so that we can put things right and learn from your experience.

Who Can Make a Complaint?
Anyone who has interacted with Literacy Aid UK – including beneficiaries, partners, volunteers, donors, members of the public, or staff – can raise a complaint.

How to Make a Complaint
You can raise your complaint in whichever way works best for you:

Email: hello@literacyaiduk.co.uk
Post: Literacy Aid UK, 27 Norfolk Street, Sunderland, SR1 1EE
Subject: Complaint – Confidential

If you need help making a complaint or require adjustments to communicate your concerns, please let us know and we’ll support you.

What to Include
Please tell us:

– What happened
– When and where it happened
– Who was involved (if relevant)
– What outcome you’re hoping for

What Happens Next?
We will acknowledge your complaint within 5 working days. A member of the team will investigate and aim to respond fully within 15 working days. If we need more time, we’ll let you know.

All complaints will be treated confidentially and fairly. We will keep a clear record of the process and outcome.

What If You’re Not Satisfied?
If you are unhappy with the outcome, you can request that the complaint is reviewed by a senior member of the team or by one of our trustees. Their decision will be final.

Learning from Complaints
We log all formal complaints and review them regularly to improve our practice, safeguard our work, and ensure our values are upheld.

We are a small charity, and every piece of feedback helps us do better. Thank you for taking the time to let us know when something isn’t right.