Complaints
Any complaints we receive about our work are treated seriously. We have designed our processes to ensure that we respond to you and address these appropriately. We want to learn from our mistakes and use them as a basis to do things better.
Ways to complain
You can get in touch with us to make a complaint in the way which you would prefer:
- Though our dedicated programme complaints portal.
- Or by email: complaints@mapaction.org
- Or in writing:
Feedback and Complaints
MapAction
Douglas Court
1-2 Seymour Business Park
Chinnor
Oxfordshire
United Kingdom
OX39 4HA
- Programme complaints can also be made directly to our team members when we are working with you. Where appropriate we will work to resolve these immediately.
We will communicate with you through the means that you contact us, unless otherwise instructed.
When making a programme complaint please explain:
- What has happened
- The date and time of the incident, who was involved and where.
- Whether anyone is at immediate risk of harm
- How you know about the incident
- What action has already been taken
We also encourage you to tell us how you think the complaint could be satisfactorily resolved, which can help us find the best solution.
What you can expect from us
We will acknowledge we have received your complaint within five working days of receipt and we aim to resolve complaints within 10 working days. We consider complaints a priority and will work to resolve issues more quickly if we can. If we think that resolving your complaint will take longer, we will let you know. We may ask you for more information or to provide further details if this will help to assess the issue.
MapAction has a non-retaliation policy when receiving and responding to complaints. This means that nothing negative will happen to you (such as withdrawal of support or cessation of contracts) as a result of making a complaint. We will provide you with a formal response including a proposal to resolve any outstanding disputed matters. If you are not satisfied with the response you have the option to appeal.
How our complaints process works
We will first log your complaint, then the Head of Monitoring, Evaluation, Accountability and Learning or one of our Directors will work to address the issue. You will be informed whether grounds for the complaint has or has not been supported.
If the complaint is substantiated we will investigate the complaint. Only people within the organisation who must be involved to help resolve the complaint will be made aware of the nature of the complaint.
This process is guided by our complaints and disputes policy.
You will then receive a formal written response with suggested actions to be taken by the organisation.
Complaints may span the following areas:
- Quality concerns about a programme which MapAction is delivering
- Our fundraising or marketing activities
- The behaviour or attitude of staff or volunteers
Where a complaint is not about the work of the organisation or is outside of our sphere of influence we will unfortunately not be able to resolve these issues. Wherever possible though, we assist you to share the complaint with a relevant third party.