Complaints and Feedback
Last reviewed August 2026.
If we have got something wrong, we want to know. Complaining does not affect the support you receive, and you will not be treated differently for making one.
How to complain
Tell us through the contact page, or call the support line and say that you want to make a complaint. Give us as much detail as you are comfortable giving. You can complain anonymously, though it makes it harder for us to come back to you.
What happens next
- We confirm we have received it, within three working days.
- Someone not involved in what happened looks into it.
- We reply within twenty one working days with what we found and what we are doing about it.
- If you are not satisfied, you can ask for it to be reviewed by a trustee.
Complaints about money
If your complaint is about how a donation or a grant was spent, say so and we will send you the record for that programme. Publishing what every naira paid for is part of how we work, and a complaint about spending is something we would rather answer with the ledger than with an apology.
Telling us what went well
Feedback about what helped is just as useful. It tells us what to protect when money is tight.
