Complaints Policy

Policy Statement

Development Pamoja Limited is committed to (1) providing the best services possible to those whom we assist and (2) providing transparency and accountability to those who support us. We take all complaints seriously and our objective is to resolve complaints quickly and fairly. We value all feedback and aim to act on any complaints in order to learn, adapt and improve our organisation.

Purpose

The purpose of this policy is to provide a complaint mechanism for those who have donated to us or supported us and to ensure that all complaints are considered and responded to promptly, fairly and sensitively. We also aim to enact improvements which may arise as a result of complaints.

Scope

This policy is to be followed by all board members and employees of Development Pamoja Limited and is for use by any donor, volunteer or employee.

Confidentiality

All complaints will be treated as confidential and, outside of the Board, information will only be passed to others on a "need to know" basis.

Governance

All complaints will be discussed at Board meetings to ensure all complaints are resolved and acted on in accordance with this policy.

Complaints Procedure

Making a Complaint

A complaint about any aspect of our charity should be sent to Rachel Gordon, Secretary (rachelgordoncork@gmail.com). Please give us as much information as possible and let us know how you would like us to respond to you, providing relevant contact details. If the complaint is about the above person the complaint should be sent to Mary O'Connor, Chairperson (marycautious@gmail.com). Any complaints made to other board members or employees should be forwarded to the above people.

Purpose

Outcome of Complaints Our policy is to respond to all complaints in a prompt, fair and sensitive manner. All complaints will be acknowledged within 5 working days and we will aim to respond to any complaints within 14 working days. If this is not possible, we will explain why and provide a new deadline.

Purpose

Appeal of Complaint If the complainant is not satisfied with the response a repeal can be sent. This will be considered by the board of directors. As above, the repeal request will be acknowledged within 5 working days and we will aim to respond to any complaints within 14 working days. If this is not possible, we will explain why and provide a new deadline.