Complaints Policy

The Amara Centre

Website: https://amaracentre.org/
Contact email: hello@amaracentre.org

Effective date: 7 August 2026

1. Introduction

The Amara Centre is committed to operating responsibly, respectfully and transparently.

We value feedback from everyone who engages with our work, including:

  • People affected by cancer

  • Families and carers

  • Donors

  • Volunteers

  • Supporters

  • Partners

  • Members of the public

We recognise that concerns or complaints may sometimes arise. We welcome the opportunity to listen, learn and improve.

Complaints provide an important opportunity to review our work, strengthen our practices and ensure we remain accountable to the people and communities we support.

2. Purpose of This Policy

This policy explains:

  • How concerns and complaints can be raised.

  • How complaints will be reviewed and considered.

  • What people can expect from our complaints process.

We aim to handle complaints fairly, respectfully and within a reasonable timeframe.

3. What Is a Complaint?

A complaint is an expression of dissatisfaction about:

  • Our services or support programmes.

  • Our decisions or actions.

  • Our communication.

  • The conduct of someone representing The Amara Centre.

  • The way we have handled information or a situation.

  • Concerns about whether we have acted in line with our values, policies or charitable responsibilities.

A complaint is different from a general enquiry, request for information or application for support.

4. Our Commitment When Handling Complaints

When a complaint is received, we will:

  • Listen carefully and respectfully.

  • Treat the matter seriously.

  • Review concerns fairly and objectively.

  • Investigate appropriately where required.

  • Maintain appropriate records.

  • Communicate clearly about the outcome.

  • Use feedback to improve our work.

We will ensure that people raising complaints are treated with dignity and respect.

5. How to Make a Complaint

Complaints can be submitted by:

Email: hello@amaracentre.org

Please include:

  • Your name and contact details.

  • Details of your concern.

  • What happened.

  • Relevant dates or information.

  • Any supporting information.

  • The outcome you would like us to consider.

If you require assistance to make a complaint, please let us know and we will aim to support you where possible.

6. What Happens After a Complaint Is Received?

We will acknowledge receipt of your complaint where possible.

Depending on the nature of the complaint, we may:

  • Request additional information.

  • Review relevant records.

  • Speak with individuals involved.

  • Consider appropriate actions or improvements.

We aim to provide a response within a reasonable timeframe.

If a complaint requires additional investigation, we will explain this and provide updates where appropriate.

7. Confidentiality and Information Handling

Complaints will be handled confidentially and sensitively.

Information will only be shared with individuals who need it to review and respond to the complaint, or where there is a legal or safeguarding requirement to share information.

Any personal information will be handled in accordance with our Privacy Policy and applicable data protection requirements.

8. Learning From Complaints

The Amara Centre views complaints as an opportunity to improve.

Feedback may help us:

  • Strengthen our services and programmes.

  • Improve communication.

  • Review our policies and processes.

  • Identify areas where further action or training may be needed.

We are committed to learning from the experiences of those who engage with our work.

9. Unreasonable or Abusive Behaviour

The Amara Centre welcomes genuine complaints and feedback.

However, we may take appropriate steps where communication involves:

  • Threats.

  • Harassment.

  • Abusive behaviour.

  • Discriminatory language.

  • Repeated contact intended to cause distress rather than seek resolution.

Any action taken will be proportionate and carefully considered.

10. Further Concerns

If you are dissatisfied with our response, you may contact us again explaining why you remain unhappy with the outcome.

Your concerns will be reviewed appropriately.

Where relevant, complaints may also be considered through appropriate external routes, including regulatory bodies responsible for charities in England and Wales.

11. Review of This Policy

This Complaints Policy will be reviewed regularly to ensure it remains appropriate as The Amara Centre grows and develops.

Updates will reflect:

  • Changes to our activities.

  • Changes in legal or regulatory requirements.

  • Learning from feedback and experience.

12. Contact Us

For complaints or concerns, please contact:

The Amara Centre
Email: hello@amaracentre.org

Website: https://amaracentre.org/

The Amara Centre
Compassion. Hope. Dignity.