Mama Cash’s complaints and appeals procedure
Mama Cash aims to be a reliable and transparent organisation and ally, maintaining high-quality relationships with and support to donors, partners, grantee-partners, suppliers and other stakeholders.
We are however aware that our best efforts 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, grantee-partner, supplier or other stakeholder.
A complaint should be submitted in writing preferably within two months of the cause of it, to this e-mail address: firstname.lastname@example.org or to this postal address: Mama Cash, P.O. Box 15686, 1001 ND Amsterdam, The Netherlands and should be addressed to Jappe Kok, Director of Finance & Operations. If the complaint is regarding the Director of Finance and Operations, submissions should be addressed to Zohra Moosa, Executive Director. If the complaint is regarding the Executive Director, submissions should be addressed to Nancy Jouwe and/or Farah Salka, Co-Chairs of the Supervisory Board.
If you wish to report a breach or violation by a staff member of Mama Cash of our Code of Conduct (here), or you wish to report to Mama Cash any ethical concerns you have about a grantee-partner of Mama Cash you may also report your complaint to SeeHearSpeakUp (https://www.seehearspeakup.co.uk), a professional whistle blower reporting service. This service offers you the possibility to stay anonymous. All reports and complaints concerning Mama Cash are made accessible to Mama Cash, with due care of the safety and security of the reporting person. Please note that complaints or suggestions for improvement regarding the awarding (or not awarding) of grants or other services of Mama Cash should be addressed directly to Mama Cash, to the above e-mail address (email@example.com). The services of SeeHearSpeakUp are only for whistle blowing on code of conduct violations.
In order to address and settle your complaint, please send us the following information:
- Description of complaint or suggestion
- Description of how and when the complaint arose
- Your name, telephone number and/or e-mail address
- Your relation to Mama Cash (e.g., donor, partner, grantee-partner, supplier or other stakeholder)
An acknowledgement of receipt will be sent, either by email or letter.
The complaint is registered at Mama Cash and reviewed promptly.
The complaint will initially be handled by the employee directly involved, in cooperation with the director of the relevant department. If the complaint involves a Director, it will be handled in cooperation with the Executive Director. If the complaint involves the Executive Director, it will be handled in cooperation with one or both of the Co-Chairs of the Supervisory Board.
A response can be expected within three weeks of Mama Cash receiving a complaint.
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 organisation 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, Zohra Moosa. If the appeal is about the Executive Director, it can be addressed to one or both of the Co-Chairs of the Supervisory Board.
The assessment of the appeal focuses on the care with which the complaints procedure has been followed.
A response on the appeal will be sent within three weeks of Mama Cash receiving the appeal.
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.
Once a year, the Management Team reviews and evaluates how Mama Cash has handled all complaints and appeals we have received in the previous 12 months, as part of our annual ISO management review process.
Mama Cash is a CBF-certified organisation, related to our legal status in the Netherlands. 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 (Dutch only).