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.
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.
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.
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.
All complaints will be discussed at Board meetings to ensure all complaints are resolved and acted
on in accordance with this policy.
Making a Complaint
A complaint about any aspect of our charity should be sent to Rachel Gordon, Secretary
(firstname.lastname@example.org). 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,
Any complaints made to other board members or employees should be forwarded to the above
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
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.