We will log your complaint and then a dedicated member of staff, independent from the complaint, 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 those 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.
Programme complaints may span the following areas:
- Quality concerns about a programme which MapAction is delivering
- 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, we assist you to share the complaint with a relevant third party.
If a complaint is made by telephone a member of the Fundraising & Comms Team will try to resolve it during the call.
If this is not possible, or the correct person is not available, we will let you know how long it will take us to call you back, and do so.
If you contact us to complain by email or by post, we will resolve or acknowledge receipt of your complaint within five working days. If the complaint is more complex, we will contact you within five days and again with a resolution within 10 working days.
If you are not satisfied with our initial response, we will bring your complaint to a member of our Senior Management Team – usually the Director of Fundraising & Marketing – who will investigate and contact you with a resolution within 10 working days.
If you are still unsatisfied, we will suggest that you contact the Fundraising Regulator which will independently investigate your complaint. The Fundraising Regulator can be contacted via its website: www.fundraisingregulator.org.uk/make-a-complaint/complaints/.