Complaints
How to tell us when something went wrong — and what we’ll do about it.
We want to hear from you
If something went wrong, please tell us. Complaints help us improve, and making one will never affect the help you get from us. You can write to us in Ukrainian or English.
How to complain
- Email helpline@uact.org.uk with the subject ‘Complaint’
- Or call 020 8629 2323 and tell us you want to make a complaint
- Tell us what happened, when, and what you would like us to do
What happens next
- We’ll confirm we’ve received your complaint within 5 working days
- We’ll look into it and give you a full answer within 20 working days
- If we need longer, we’ll tell you why and when you’ll hear from us
If you’re not happy with our answer
You can ask for your complaint to be reviewed by our trustees. Someone who wasn’t involved will look at it again and reply within 20 working days.
If you’re worried about how the charity is run, you can contact the Charity Commission. Concerns about how we handled your personal information can go to the Information Commissioner’s Office.
Last updated: October 2026