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Complaints

How to make a complaint

In writing:

From Ghana – AfriKids Ghana, PO Box 166, Bolgatanga, Upper East Region, Ghana

From outside Ghana – AfriKids, 21 Southampton Row, London WC1B 5HA

Telephone: (+44/0) 207 269 0740

Email: complaints@afrikids.org

Our Complaints Policy:

Policy statement

Receiving feedback and responding to complaints is an important part of improving AfriKids’ accountability. Ensuring our stakeholders can hold us to account will improve the quality of our work in all areas.

 Scope

This policy applies to AfriKids (UK) and AfriKids Ghana and is global in its application. A complaint can be made by any supporter, partner organisation, community or individual with whom we work, or any member of the public whether an individual, company or other entity, in the UK or anywhere else in the world.

 Definitions

A complaint is an expression of dissatisfaction about the standards of service, actions or lack of action, by AfriKids or its staff and associated personnel. It is a criticism that expects a reply and would like things to be changed. Complaints could include the following (which is not an exhaustive list):

  •  Concern from someone we work with about the quality of programme delivery
  • Concern from a member of the public or supporter about a particular fundraising approach or campaign action
  • Concern about the behaviour of staff or associated personnel

 A complaint has to be about some action for which AfriKids is responsible or is within our sphere of influence.

 A complaint is not:

  •  A general inquiry about AfriKids’ work
  • A request for information
  • A contractual dispute
  • A request to amend records e.g. to correct an address, cancel a donation, etc.
  • A request to unsubscribe from an AfriKids service e.g. our mailing list

The complaints procedures do not apply to complaints that are subject to current investigation by any regulatory body or other legal or official authorities in the UK or other countries in which we operate. Such issues will be dealt with by the relevant regulatory body.

Procedures for making a complaint

It is hoped that most complaints or concerns about AfriKids’ work or behaviour can and will be dealt with informally by staff or volunteers at a local level. However, it is recognised that not all issues can be resolved in this way and that a formal complaints mechanism is required for those occasions when an individual or organisation wishes to make their complaint a matter of record and to receive a formal response.

How to make a complaint

 All formal complaints should be made in writing either directly from the individual or organisation making the complaint or via someone acting on their behalf. See below for details of who to address your complaint to.

Who can make a complaint?

This policy is global in application. A complaint can be made by:

  •  Any supporter
  • Partner organisation
  • Community or individual with whom we work
  • Any member of the public whether an individual, company or other entity in the UK or around the world.

Who is not covered by this policy?

Complaints by staff are governed by AfriKids’ procedures for dealing with problems in the workplace, and Anti-Bullying and Harassment policy. Complaints relating to serious incidents such as fraud and corruption or safeguarding concerns will be dealt with through the relevant policy and procedures.

© 2018 AfriKids. All Rights Reserved

AfriKids UK Head Office:
21 Southampton Row
London
WC1B 5HA
United Kingdom

+44 (0) 207 269 0740

AfriKids Ghana Head Office:
PO Box 166
Bolgatanga
Upper East Region
Ghana

+233 (0) 3820 97134

Registered charity in England and Wales: 1141028
Registered NGO in Ghana: DSW/3024
Registered in The Netherlands. Tax no: 8238.13.289