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Tearfund views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Whistleblowing safeguarding concerns
Tearfund also wishes to hear at the earliest possible opportunity from anyone who has any concerns about the actions of staff members working under the Tearfund banner. Concerns can be raised in the same way as complaints. The Aim of the policy is to:
- Provide a fair complaints and concerns procedure which is clear and easy to use for anyone wishing to make a complaint or register a concern.
- Publicise our complaints and concern policy so that people know how to make a complaint.
- Ensure our staff know what to do if a complaint or concern is received by disseminating the policy and procedure to all staff and archive it correctly.
- Ensure all complaints and concerns are investigated fairly and promptly.
- Ensure all complaints and concerns are, wherever possible, resolved and that relationships are restored.
- Gather information which helps us to improve what we do.
Who can file a complaint?
Complaints and concerns may come from any person who or organisation that has a legitimate interest in Tearfund This can include our members or donors, a beneficiary or concerned person in a country in which disaster response or development work is being carried out under the Tearfund banner. This policy does not cover complaints from staff. Staff that have complaints should use the Tearfund policy as outlined in the Work Regulations issued with their contract.
How to file a complaint
- Written complaints or concerns may be sent to Tearfund at our registered business address or permanent secretariat as listed on our website, at the attention of the Chair of the Board.
- Complaints and concerns may also be sent via e-mail to firstname.lastname@example.org via the contactform on this page.
- Verbal complaints or concerns may be made in person to any Tearfund’s staff member, but with the understanding that, once recorded on the Complaints Log, they will be handed to a Board member.
- Although we hope you will approach Tearfund directly to see if we can answer your complaint or concern, you have the right to involve any competent ethics commission at any stage. (E.g. the Evangelical Alliance Flanders (EAV), which has a code and hotline reprehensible practices. Information about their complaints procedure can be found on their website)
All complaint and concern information will be handled sensitively, informing only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with the Board.
This policy is reviewed regularly and updated as required.