Global Care values feedback from all those connected to its work — including beneficiaries, community members, partners, donors, and supporters. This policy outlines how individuals can share their experiences, raise concerns, and help shape the organisation’s ongoing development.

Why Feedback Matters

  • Feedback helps Global Care improve its services and uphold high standards of care and accountability.
  • All comments, compliments, and complaints are welcomed and taken seriously.

How to Share Feedback

  • Comments and Compliments
    These can be shared verbally or in writing with any staff member or volunteer. If a formal response is requested, it will be provided within 28 days.
  • Complaints
    Global Care encourages informal resolution where possible. If this isn’t appropriate or successful, a two-stage formal process is available:

    • Stage 1: The complaint is investigated by a senior manager, with a written response provided within 21 days.
    • Stage 2: If unresolved, the Chief Executive Officer (or a nominated officer) will conduct a further review and respond within 28 days. This decision is final.
  • If the issue remains unresolved, Global Care will advise on external options such as regulatory bodies or ombudsman schemes.

Additional Safeguards

  • Complainants may be supported by an advocate at any stage.
  • Timeframes can be adjusted by mutual agreement.
  • Notices inviting feedback are displayed in Global Care offices and shops, and overseas partners are encouraged to adopt similar procedures.

Oversight and Accountability

  • The Board of Trustees oversees the complaints process.
  • An annual report summarising complaints, themes, and lessons learned is presented to the Trustees to support continuous improvement.

Read the full Comments, Compliments and Complaints policy below.

1. Introduction

Global Care will proactively seek the views of its stakeholders regarding its work across the world and the people, policies and processes which underpin its activities. Our stakeholders include:

  • Beneficiaries and their families.
  • Members of the communities where we operate.
  • Partner organisations in the UK and abroad.
  • Donors, supporters and funders.

By listening to the comments and complaints of stakeholders, Global Care is able to respond quickly and effectively to feedback and ensure that any learning is incorporated into the development of its services and programmes. All comments and complaints are valuable to the organisation as it seeks to maintain the highest possible standards of care and performance in all areas of its work.

Staff who wish to raise concerns should do so through their line manager in the first instance or through the Grievance or Concerns at Work Policies where applicable.

This policy has been reviewed in line with the Charity Commission publication “Cause for Complaint” and other examples of good practice across the public and charity sectors.

2. Comments and compliments

Anyone wishing to offer comment(s) or compliments about any aspect of the work of Global Care should do so, verbally or in writing, to the relevant member of staff or volunteer. The recipient of the comment should ensure that this is passed-on to the Chief Executive Officer. Where the person offering the comment or compliment is requesting a formal acknowledgement and/or response, they should be asked to put their comment or compliment in writing and a written response will be sent to them within 28 days of receipt.

3. Complaints

  1. Anyone wishing to make a complaint is encouraged, in the first instance, to make this informally with the member of staff or volunteer concerned. Every effort will be made to resolve the issue at this stage. Where this has not been achieved or the complainant feels that it is not appropriate to address the matter informally, or they are not satisfied with the outcome of addressing the matter informally, the formal complaints procedure must be followed. Similarly, if the complainant is not clear to whom their complaint should be addressed or if the complaint is of a serious nature, the formal complaints procedure must be followed (see section 3.2 below).
  2. STAGE 1
    The complaint (which may be verbal or in writing) must be addressed to the Chief Executive Officer who will refer the matter on to a relevant member of the Senior Management Team (SMT), who will investigate the complaint and send a written response within 21 days proposing a resolution. Where, in exceptional circumstances, the investigation will take longer than 21 days, an acknowledgement will be sent setting out the reason for the delay and the proposed timeframe for a full response. If the complainant is not satisfied with the response, the Stage 2 procedure set out in section 3.3 below must be followed.
  3. STAGE 2
    The complaint must be made in writing to the Chief Executive Officer stating the reason why they are not satisfied with the response given at Stage 1. This will be acknowledged within seven days of receipt. The Chief Executive Officer will carry out further enquiries into the issue (either in person or through a nominated officer who will not have had any involvement in the matter). The Chief Executive Officer will then write to the complainant within 28 days of the complaint being received, setting out their conclusions and any action taken or proposed as a result. The Chief Executive Officer’s decision shall be final.
  4. Where a complainant has exhausted the provisions of this policy and is still not satisfied that their complaint has been resolved, Global Care will advise them of any rights they have to take their complaint to an external regulatory body or ombudsman scheme, depending on the nature of their complaint.

5. Additional points

  1. Any complainant who is not happy about the outcome of their complaint at Stages 1 will be supplied with a copy of this policy.
  2. At all stages, the complainant may be assisted and accompanied by an advocate. They will notify the name and details of their companion to the person dealing with their complaint.
  3. At all stages, the time limits may be changed by mutual agreement.
  4. If the Chief Executive Officer is absent, their role at Stages 1 and 2 will be operated by the person appointed to deputise in their absence.
  5. A notice will be devised inviting comments or complaints. This will be displayed in the UK Head Office and the Global Care shops. All overseas partners will be informed of their rights under this policy and all projects where Global Care is directly responsible for delivery must also display this notice. Partner agencies will be encouraged to implement a similar policy and procedure.
  6. Appropriate general feedback will be shared with employees, contractors, volunteers and Trustees.

6. Governance and oversight

The Trustees are ultimately responsible for the management and administration of the complaints procedure. An annual complaints report will be brought to the Trustees setting out the number of complaints received, the themes, the lessons learned, and any changes made as a result of a complaint.

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