How to Make a Complaint

If you are dissatisfied with any aspect of our services, fundraising practices, staff, or operations, please contact us using the details below. We encourage you to provide a clear, detailed description of your complaint, including dates, names, and any relevant documents.

• Email

  info@aadamlifecare.com (Please mark the subject “Formal Complaint”)

• Telephone

  +447725028407

• Mail

  12-14 Greatorex Street, London E1 5NF

Our Complaints Procedure

• Acknowledgement

  We will acknowledge receipt of your complaint in writing (usually by email) within 5 working days.

• Investigation

  The complaint will be assigned to a senior member of staff or Trustee for independent investigation. We aim to conduct a fair and thorough review of all evidence.

• Resolution

  We aim to provide a full written response, outlining our findings and proposed resolution, within 20 working days of acknowledgement. If the investigation is complex and requires more time, we will notify you of the delay and provide a new target date.

Further Recourse

If you are not satisfied with the final outcome of our internal review, you have the right to escalate your complaint to the relevant external regulatory bodies:

• For complaints about the administration or governance of the charity:

  The Charity Commission for England and Wales (CCEW): www.gov.uk/complain-about-charity.

• For complaints about fundraising practices (where applicable):

  The Fundraising Regulator: www.fundraisingregulator.org.uk (if ALC is registered with them)