Complaints Procedure

Crisis Aid is a registered charity in England and Wales (1157507)

General provisions

These terms apply when you visit or use one of our websites, as well as when you donate to an appeal, project, or campaign through one of our sites.

Complaints Procedure

All of Crisis Aid's donors, volunteers, helpers, and supporters are treated with the utmost respect. We believe that we are merely a stepping stone to ensure that your donations reach the world's poor and needy. You are the driving force behind this charity endeavour. As a result, we serve the public and are conscious of our responsibilities. We will, nonetheless, make mistakes, despite our best efforts, because that is human nature. We need your assistance, advice, and assistance in correcting them so that we can provide a better service to everyone.

To register your concerns or complaints, please email us at [email protected].

If you file a complaint within one month of the incident, we will make every effort to respond and provide you with a response within 14 days. If the situation necessitates additional time, we will notify you in writing. Within 30 days, we aim to resolve all grievances and conflicts.


We reserve the right to change these terms at any time, and the new terms will be posted on our websites. Except for any donation we have already accepted from you before the new terms are posted, which will continue to be subject to the terms in effect when your order was accepted, they will apply from the date we post them. Please review these terms each time you visit one of our websites. You will be bound by the most recent terms if you continue to use our sites.

Using our sites

You agree to use our sites only in a way that complies with all applicable laws and regulations, is consistent with these terms, and does not infringe on the rights of others or restrict or inhibit their use and enjoyment of our sites (including, without limitation, by hacking). We reserve the right to refuse any user access to any of our websites at any time, for any reason.


Most of our websites can be accessed and used without registering your information with us. You must register with us in order to donate or participate in certain other activities on our websites. Each registration must only be for one user. Please double-check that the information you provide us is correct and complete, and let us know if anything changes. You must make sure that your password is kept confidential. This means you should never share your password or allow anyone else to log into your account. To prevent someone else from using your account, always log out at the end of your session. If you have reason to believe that your password has become known to anyone else, or if your password is being, or is likely to be, used in an unauthorised manner, you should notify us immediately. We reserve the right to disable any user identification code or password, whether chosen by you or assigned by us, at any time if we believe you have violated any of these terms.

Our phone:

+44 333 305 5000

Our address:

Unit 21 Ribocon Way, Luton, LU4 9UR

Our email:

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