Mama Cash’s complaints and appeals procedure
Mama Cash aims to be a reliable and transparent organisation and ally, providing high-quality service to donors, partners and grantees.
We are however aware that this will not always turn out to everyone’s satisfaction.
It is for this reason that we welcome, and take seriously, feedback from our stakeholders and have in place a formal complaints and appeals process.
Complaints are handled with care and attention and can be made by a donor, partner or grantee who is in disagreement with a Mama Cash decision or the manner that Mama Cash has handled donations, correspondence or public relations.
A complaint must be submitted in writing within two months after the date of the decision or the event it regards, addressed to the director of the department in question.
In order to address and settle your complaint in an optimal way, we would like to receive the following information:
- Description of complaint or suggestion
- Description of how and when the complaint arose
- Your name, telephonenumber and e-mail address
- Your relation to Mama Cash (e.g. donor, sponsor, grantee, partner, supplier, stakeholder, or other)
An acknowledgement of receipt will be sent, either by email or letter.
The complaint is registered at Mama Cash. Complaints are reviewed and evaluated on a regular basis.
The complaint will initially be handled by the employee directly involved and, if required, by the director of the department in question.
A response can be expected within three weeks of receipt.
If this deadline is not feasible, a written note will be sent giving the reason for the delay and a new deadline for the settlement of the complaint.
If the person or organization who filed the complaint disagrees with the response, it is possible to lodge an appeal.
The appeal must be submitted within four weeks and be addressed to the executive director.
The second assessment focuses on the care with which the complaints procedure has been followed.
A response on the appeal will be sent within three weeks of receipt.
If this deadline is not feasible, a written note will be sent giving the reason for the delay and a new deadline for the settlement of the appeal.
This second assessment is final and cannot be re-appealed.
Personal details of the person who has complained or appealed a decision are handled and recorded with care and confidentiality according to privacy laws.
Mama Cash is a CBF-certified organization. If your complaint has not been settled to your satisfaction, you could file a complaint at CBF. The CBF procedure for complaints is published at the CBF-website: http://www.cbf.nl/over-het-cbf/klachtenprocedure/