Complaits

Tearfund views complaints as valuable opportunities to learn, improve our work, and where necessary, to put things right for the person or organisation submitting the complaint.

Who can file a complaint?

Any natural or legal person who has concerns about Tearfund’s actions or communication can submit a complaint. Please note: staff members who have complaints related to their employment must follow the internal procedures outlined in the staff regulations provided with their contract.

How can you file a complaint?

In writing

• By post to Tearfund’s registered office or permanent secretariat, addressed to the Complaints Manager.
• By email to meldpunt@tearfund.be.
• Via the complaints form on this page.

Verbally

You can also report your complaint or concern directly to any Tearfund staff member. Once your report has been recorded in the complaints logbook, it will be forwarded to the Complaints Manager. Although we encourage you to contact Tearfund directly first, you always have the right to refer your complaint to a competent ethics committee. For example: the Evangelical Alliance Flanders (EAV) has a code of conduct and a reporting point for improper practices. (Information about their procedure can be found on their website.)

Confidentiality

All complaints are handled carefully and confidentially. Only those who need to be informed will be notified. Tearfund complies with all relevant data protection regulations.

Whistleblowing

Tearfund is deeply committed to integrity. We therefore encourage anyone to inform us as soon as possible if they suspect inappropriate or harmful behaviour by people working under the Tearfund name.

This policy aims to:

• Provide a fair, clear and accessible procedure for submitting complaints and concerns.
• Make our policy transparent so people know how to file a report.
• Ensure staff know how to act when receiving a complaint or concern.
• Guarantee that reports are investigated carefully, fairly and in a timely manner.
• Find solutions and restore relationships wherever possible.
• Gather information that helps us improve our work.

Whistleblowing reports can be submitted in the same way as complaints.

Responsibility and evaluation

The final responsibility for this policy and its proper implementation lies with the director.
The policy is reviewed regularly and updated when necessary.

Central reporting point for abuse

If you are not satisfied with how Tearfund has handled your complaint, you may contact the central reporting point for abuse in development cooperation, managed by the Belgian Federal Public Service Foreign Affairs. (Information about this reporting point can be found here.)