Complaints Process

The Ashok Tree Foundation aims to provide the best possible support and services to identified communities living in extreme poverty. The Ashok Tree Foundation exists to provide comprehensive services to identified communities and specific services to other identified communities and to be accountable to its trustees, donors, Charity Commission and partners.

From time to time an individual or organisation may feel it has not had the best possible service that The Ashok Tree Foundation aims to provide. In such instances it is important that a complaint is made, the circumstances investigated and necessary corrective action undertaken within reasonable time limits.

Conciliation

Anyone who is dissatisfied with any aspect of the work of the Ashok Tree Foundation should contact the Management Committee Head of Projects in the first instance. The Head of Projects will seek to satisfy any complaint by conciliation and clarification of the issues involved. Hopefully the majority of problems can be satisfied by this informal process. The Head of Projects will reply to complainant within fourteen days of receipt of complaint.

If the person making the complaint is not satisfied by the result of the above informal process we would welcome them using the following more formal procedures:-

Formal Complaints Procedure

1          First Stage

  • Any complaint should be communicated to the Head of Projects of the Ashok Tree Foundation, or to the Vice Chair if the complaint is about the Head of Projects.

1.2        The Ashok Tree Foundation will acknowledge in writing (identifying the complaint) receipt of the complaint within three working days.

1.3        The Head of Projects (or Vice Chair) shall investigate all circumstances leading to the complaint and ensure that the Ashok Tree Foundation Complaints Form is completed.

  • The Head of Projects (or Vice Chair) shall inform the complainant of the result of the investigation, and any corrective action taken. This will be completed within twenty-one days unless circumstances prolong the investigation, in which case an interim report will be made to the complainant and new time-scale set.
  1. Second Stage

2.1        If the complainant is dissatisfied with the results of the enquiry and/or corrective action taken, they have a right to put their case (in person if they wish) to the Vice Chair of the Ashok Tree Foundation.

2.2        The Vice Chair shall undertake any further enquiries and report the decision to the complainant within thirty days.

  1. Third Stage

3.1        If the complainant is dissatisfied with the decision of the Vice Chair they have a right to put their case to the Chair who would be set up an Appeal Sub Committee comprising of least two of the Ashok Tree Foundation Management Committee Heads.

3.2        The Appeal Sub Committee should undertake an investigation of the complaint and produce recommendations for the Ashok Tree Foundation Trustee Board.

3.3        The Ashok Tree Foundation Trustee Board will take a final decision on the complaint.

All complaints and positive feedback to the Ashok Tree Foundation will be fully recorded and a report made to the Trustee Board on any complaints dealt with via this procedure. A written record will be retained of complaints.