Complaints and Feedback
If something about the way Peace and Humanity Welfare Organization behaves troubles you, tell us. That includes a volunteer or member who behaved badly, money you cannot account for, a promise we did not keep, a decision that looks unfair, or a request for help that was handled poorly. It also includes the ordinary kind of feedback — something on this website that is wrong or unclear, or a programme design you think will not work.
Who can complain
Anyone. You do not need to have donated, volunteered or received assistance from us. Members of the public, government officials, partner organisations and journalists are all entitled to use this channel, and so is anyone reporting on behalf of someone else.
What happens after you send this form
- We acknowledge your complaint, normally within two working days.
- It is recorded and passed to someone who was not involved in what you are complaining about.
- We look into it, and we ask you for anything further we need.
- We write back with what we found and what we are doing about it.
- If you are not satisfied with that answer, you can ask for it to be reviewed by the governing body.
Complaints we treat differently
Anything involving the safety or welfare of a child is handled under our child protection policy, not this procedure, and it takes priority over everything else. If a child is in immediate danger, contact the police or local authorities first and then tell us. Allegations of financial impropriety go straight to the governing body described on our governance page.
Anonymous complaints
You may complain anonymously. We will still investigate. Be aware that without a way to reach you we cannot ask follow-up questions or tell you the outcome, which sometimes limits how far we can take a matter.
Retaliation
Nobody who raises a concern in good faith will be penalised for it, whether they are a member, a volunteer, a member of staff, a partner or someone we assist. If you believe you have been treated badly for complaining, that is itself a complaint, and it goes to the governing body.
Send us a complaint or a comment
What happens when you report something
- Your report goes only to the office bearer responsible for that area, under the structure set out in our governance rules. It is not circulated generally.
- We aim to acknowledge within three working days and to tell you the outcome within thirty days.
- Nobody will be treated badly for raising a concern in good faith. That applies to volunteers, members and the people we serve.
- A safeguarding concern involving a child is handled under our child protection policy, treated as urgent, and referred to the appropriate authorities where the law requires it.
- If your message is a question rather than a concern, the contact page is quicker, and our frequently asked questions may already answer it.
If a child or adult is in immediate danger, contact the police or emergency services first. This form is not monitored around the clock.
Last reviewed . Published by Peace and Humanity Welfare Organization.