Complaints Policy
If something has gone wrong, we want to know about it. We will listen, look into the matter fairly and try to put things right.
1. Why we have this policy
This policy explains how anyone can complain about Melandah Foundation, our programmes, volunteers, staff, trustees, partners or services.
We want the process to be simple, fair and easy to understand.
2. Who can complain
A complaint can be made by:
- a beneficiary or community member;
- a child, parent or guardian;
- a donor, supporter or member of the public;
- a volunteer, employee, trustee or former worker;
- a partner, supplier or other organisation;
- a future patient, student or research participant;
- someone helping another person to complain.
A complaint may be made in Bangla or English.
3. What you can complain about
- poor service, unfair treatment or unreasonable delay;
- behaviour of a volunteer, staff member, trustee or representative;
- misuse of donations, money, property or authority;
- bullying, harassment, discrimination or disrespect;
- failure to follow a Foundation policy or agreed process;
- safeguarding, safety, privacy or confidentiality concerns;
- conduct of a partner or contractor connected with our work.
4. Urgent or serious matters
Do not wait for this complaints process if someone is in immediate danger. Contact the appropriate emergency service or public authority.
Safeguarding concerns should also be reported under our Safeguarding Policy.
Suspected crime, serious fraud, abuse, trafficking or immediate danger may be referred directly to police, a regulator or another competent authority.
5. How to complain
Melandah Foundation
Email: complaint@melandahfoundation.org
Email subject: Complaint – Private
Telephone: +880 9696763499
Address:
Melandah Foundation
Melandah, Jamalpur
Bangladesh
Please tell us:
- what happened;
- when and where it happened;
- who was involved;
- what action you would like us to consider;
- your contact details, unless you want to remain anonymous.
6. Anonymous complaints
We will consider anonymous complaints. However, it may be harder to investigate if we cannot ask questions or contact the complainant.
7. What happens next
Acknowledge
We aim to acknowledge the complaint within 5 working days.
Review
We will decide who should handle it and whether urgent action is needed.
Look into it
We may speak with relevant people and review available records.
Respond
We aim to respond within 20 working days, or provide an update.
A person must not investigate a complaint about themselves.
8. Complaints about trustees or the Chairperson
A complaint about a trustee or senior officer will be handled by trustees who are not personally involved. An independent adviser may be appointed where needed.
A complaint about the Chairperson must be sent to another independent trustee. The Chairperson will not investigate, control or decide a complaint about their own conduct.
The office, lifelong term and any removal process of the Founder and Chairperson are governed by Melandah Foundation's registered Constitution, Memorandum, Articles or Rules and applicable Bangladesh law. This Complaints Policy does not create a separate power to remove the Chairperson or change the Foundation's constitutional structure.
However, no office-holder is above the law or outside safeguarding, financial accountability, regulatory reporting or a fair investigation. A serious matter may be referred to the proper authority regardless of a person's position.
9. Fair treatment and possible outcomes
The person complained about will normally be given a fair chance to respond. A complaint is not automatic proof of wrongdoing.
Possible outcomes may include:
- an explanation, apology or correction;
- improvement to a service or procedure;
- training, supervision or a warning;
- ending a volunteer role, contract or partnership;
- governance or disciplinary action under the proper rules;
- referral to police, regulators or another authority;
- no further action where the complaint is not supported.
10. Review or appeal
A complainant may request a review within 15 working days if they believe the process was unfair or important information was missed.
Where possible, a different trustee or independent person will carry out the review. The review will normally be the final internal stage.
This does not stop anyone from contacting a court, police, regulator or public authority where they have a legal right to do so.
11. Privacy, records and protection from retaliation
Complaint information will be shared only with people who need it to deal with the matter, protect someone or meet a legal duty.
Records will be kept securely in line with our Privacy Policy.
Nobody should be threatened, refused aid, punished or treated badly for making an honest complaint or helping with a review.
12. Approval and review
Approved by: Board of Trustees
Approval date: [TO BE COMPLETED]
Next review: July 2027
The Board will review this policy at least once each year and sooner if there is a serious complaint, organisational change or change in law.