We define a complaint as a situation or instance where either an individual or organisation, considers that Streets Ahead Rwanda has fallen short of their reasonable expectations and wishes to express their dissatisfaction.

A complaint can be communicated to Streets Ahead Rwanda by mail or email. 

Streets Ahead Rwanda
Oaklands, Hampton Court Road
East Molesey, Surrey
KT8 9DA
Email: info@streetsaheadrwanda.org.uk

The charity's complaints process 

We aim to resolve complaints quickly, fairly and effectively. We promise to deal with your complaint sensitively. 

We will acknowledge your complaint, no later than five working days after receipt. Wherever possible, we will provide a full resolution to your complaint at the same time. 

Where your concerns require us to undertake further investigations, and we are not able to provide a full resolution as part of our initial response, we will, within five working days after receipt, provide you with an expected timescale for our response as part of your acknowledgement and keep you up-to-date at regular intervals throughout our investigations. Where this is the case, we will also tell you who is managing your complaint so you have a point of contact should you need to get in touch with us. In any event, you should expect to receive a full response from us at the earliest opportunity and no later than 20 working days from the date we received your complaint. 

In order to assist us with your enquiries, please provide your contact details and explain your concerns as clearly and fully as possible. There may be some occasions where we need to ask you for more information to investigate your concerns fully and, if this is the case, your kind response will enable us to resolve your complaint as promptly as possible.

We hope that we are able to resolve your complaint in an honest, open and satisfactory way. However, if you are still unhappy you can request that your complaint be escalated to the Charity’s Chair of Trustees who will review your concerns and the initial outcome before responding to you fully. 

Following this, if you remain dissatisfied you can get in touch with either the Fundraising Regulator, if your complaint is about fundraising, or the Charity Commission, for other areas of our work. We are voluntarily registered with the Fundraising Regulator and registered as a charity in England and Wales with the Charity Commission.

Their contact details are below: 

Fundraising Regulator 
2nd Floor 
CAN Mezzanine Building 
49-51 East Road 
London 
N1 6AH 
www.fundraisingregulator.org.uk 
Tel: 0300 999 3407 
Email: enquiries@fundraisingregulator.org.uk 

The Charity Commission
PO Box 1227 Liverpool
L69 3UG
Tel: 0845 3000 218
www.charity-commission.gov.uk