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Complaints Policy

Refugee Action welcomes feedback and complaints on the services we deliver. This feedback, either positive or negative, allows the organisation to take a reflective approach to designing our services in the best interests of our client group.

An efficient and accessible complaints procedure is part of this process alerting us when things go wrong and providing a framework to remedy and avoid future mistakes. All complaints received by Refugee Action whether made by phone, verbally, or in writing will be taken seriously.

It may be possible to resolve your complaint by having an informal conversation with one of our managers and agreeing a practical solution. If this doesn’t resolve your complaint, you can make a formal complaint.

Below is our user complaints policy, complaints form and our complaints leaflet explaining the process for making a complaint.

Please note, if your complaint relates to fundraising rather than the services that Refugee Action provides, please email instead.