Complaints Policy & Procedure

1. Overview

Afield aims to be open and accountable to applicants, grantees and partners. We take the quality of our relationships seriously and put it at the heart of the way we work.

However, if we are not getting it right, we welcome feedback to help us improve. One of the ways we continuously improve is by listening to and addressing the views of our applicants, grantees and partners. We are committed to responding constructively to complaints.

All complaints are handled fairly and impartially and do not influence or bias the selection process of an applicant.

2. Purpose

The purpose of this policy and procedure is to outline how Afield endeavours to address all complaints in a consistent and timely manner, promoting transparency, accountability and fairness.

3. Scope

The complaints process is available to anyone who wishes to make a complaint about anything they have experienced as an applicant, grantee or partner of Afield.

4. Definition

Afield defines a complaint as ‘any expression of dissatisfaction that relates to Afield and that requires a formal response’.

5. Informal complaints

We believe that an informal approach to resolving a concern or complaint can often produce the fastest result. For instance, there may have been a misunderstanding or administrative error that we can commit to rectify within an agreed timeframe. If you are unsure whether your concern can be dealt with informally, please email: hello@afield.org.uk. Please remember to include a phone number and let us know when a convenient time would be to call you.

6. Formal complaints

We recognise that not every concern is suitable for an informal resolution. For such situations, we have a formal complaints procedure. Complaints should be made, in writing, within 8 weeks of the issue arising. Please send your complaint to complaints@afield.org.uk.

We will investigate your complaint internally. If the complaint relates to one of the founders then the complaint will be referred to one of Afield’s trustees.

To help up investigate your complaint thoroughly, please include the following information:

• a description of the nature and circumstances of your complaint
• any actions that have already been taken.
• any relevant correspondence or documentation.
• names of any Afield team you have been in contact with.
• the remedy you are seeking.

When our investigation has been concluded we will notify you via email of the outcome. Afield's aim is to resolve all matters as quickly as possible and within 30 working days. However, complex issues may require more time to be investigated fully. If this is the case, we will explain the reasons for the delay and provide regular updates until the investigation into the complaint has been concluded.

7. Unsatisfactory resolution to the complaint

If you are not satisfied with the response to your complaint, you can email complaints@afield.org.uk for the attention of Afield’s founders, providing an explanation about why you disagree with the findings and request that your complaint be reviewed.

An external expert may be appointed (if necessary) to carry out a paper-based review of all the information presented and make a final decision. You should expect a response to your complaint within 30 working days. To maintain impartiality, protect privacy, and uphold the integrity of investigations, the identity of the external expert will remain confidential.

Please note that the appeal process will only proceed once the formal procedure has been concluded.

8. Additional notes

Afield takes all complaints seriously and is committed to resolving matters fairly and impartially. We ask that all correspondence remains respectful and professional. Afield reserves the right to terminate any communications that we feel are unreasonably persistent, abusive, threatening or offensive.

Afield is unable to re-visit a case once it has been concluded unless new evidence comes to light. For this reason, we may terminate contact with a complainant who persists in communicating with us regarding the same issue.

9. General data protection regulation (UK GDPR)

In line with UK GDPR, Afield has a separate procedure for complaints from data subject(s) related to the processing of their personal data, Afield’s handling of a request from a data subject, and appeals from data subjects about how complaints have been handled. Please follow this policy, if applicable.

10. Retention and storage of personal data

All personal data collected as part of this procedure will be stored securely, in accordance with Afield’s Privacy Policy.