We aim to give respectful, safe and effective support. We welcome feedback and take complaints seriously, because they help us improve. This page explains how to make a complaint, what happens next and where to go if you are still not happy.
Who can complain
Anyone can complain about our services, our conduct or our communications. That includes the people who take part in our programmes, parent carers and family members, volunteers, partners, donors, funders and members of the public.
How to make a complaint
You can complain in whichever way suits you:
- By email: [email protected], with “Complaint” in the subject line
- By post:
OAKonsult Disabilities Outreach
Church House
Rushet Road
Orpington, Kent
BR5 2PT - By phone: +44 (0)7479 436 823 in the UK or +234 814 683 4903 in Nigeria
- In person: to a member of staff, a project lead or a trustee.
Please tell us your name and how to contact you, what happened and when, and what you would like us to do to put it right. If you need our reply in another format, such as large print, tell us.
What happens next
- We will acknowledge your complaint within five working days, if you have given us your contact details.
- We will look into it, and we may ask you for more information.
- We aim to give you a full response within 20 working days.
- If we need more time, we will explain why and tell you when to expect our response.
Complaints about safeguarding or harm
If your complaint involves a safeguarding concern, a risk of harm, abuse, neglect or a crime, we will deal with it through our safeguarding procedures and, where needed, refer it to the police or social care. Our safeguarding statement explains how.
If someone is in immediate danger, call 999 in the UK, or the police on 112 in Nigeria.
If you are not happy with our response
You can ask for your complaint to be reviewed by a trustee, or by someone else who was not involved in the original issue. Reply to our response, or email [email protected], and tell us why you are still unhappy.
Taking your complaint further
Please complain to us first, so we have the chance to put things right. If you are still unhappy, these independent bodies may be able to help.
Concerns about how we are run
The Charity Commission regulates charities in England and Wales. It deals with serious concerns about how a charity is run, such as the misuse of money, poor governance or failures in safeguarding. It cannot usually help with disagreements about the service a charity provides. Report a concern about a charity to the Charity Commission.
Complaints about our fundraising
If your complaint is about our fundraising, for example how we asked you for a donation, and you are not happy with our final response, you can contact the Fundraising Regulator. It is the independent regulator of charity fundraising in England, Wales and Northern Ireland.
Concerns about your personal information
Our Privacy Notice explains how to ask about your personal information and how to raise a concern with the Information Commissioner’s Office.
How we learn from complaints
We use complaints and feedback to improve our services, training, communication and governance.
Our complaints policy
This page summarises our complaints policy. To ask for a copy, email [email protected]. We last updated this page on 30 October 2026.