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Soul Ties Arusha — One family at a time

Policies

Complaints

If something we have done falls short, we would rather hear about it. Complaints help us put things right and work better.

How to complain

Please contact us through the contact page or by email, setting out what happened, when, and what you would like us to do. If you would prefer to write to us, a postal address will be published once confirmed.

What happens next

  • We will acknowledge your complaint, normally within five working days.
  • A trustee not directly involved in the matter will review it and gather any information needed.
  • We aim to give a full response within 20 working days. If it will take longer, we will explain why and keep you updated.

If you are not satisfied

You may ask for the decision to be reviewed by the board of trustees. If you remain dissatisfied, you can raise the matter with the relevant charity regulator. Regulator details will be published here once our registration is confirmed.

Safeguarding concerns

Concerns about the safety or wellbeing of a child are not handled through this process. They are dealt with immediately under our safeguarding statement. If a child is in immediate danger, contact the local emergency services first.

Confidentiality

Complaints are handled confidentially and shared only with those who need to be involved in resolving them. We record complaints and review them so we can learn from patterns.