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.
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
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.
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.
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.