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Raise a concern or make a complaint

We welcome your feedback

It is required that all employees and representatives of Practical Action adhere strictly to our policies and procedures. We expect nothing less than exceptional work, delivered to the highest standards, for everyone and at any location.

Practical Action firmly believes in safeguarding the well-being and dignity of every individual, across the entire organisation, by actively working to prevent exploitation, abuse, criminal activity, and discrimination.

Policies and procedures encompass a wide array of issues, ranging from mismanagement and criminal activity to fraud, terrorist activities, or failures in health and safety.

We recognise that unforeseen circumstances can arise, and it is important to us that any person has the ability to express their concerns or file complaints in a secure and confidential manner. We want to hear about your experience so that we can learn from it and improve things. You can be confident that any concerns or complaints you have will be treated with the utmost seriousness.

 

Contact us

You can send any feedback or complaints to us in writing using the details below. Please reference ‘CEO Complaints’ in the address or subject line.

Practical Action
The Robbins Building
25 Albert Street
Rugby
Warwickshire
CV21 2SD

Email: [email protected]

In any of our operating countries:
Please address your letter to ‘Country Director – Complaint’, and use the details of the relevant regional office from our Contact Page.

Fundraising complaints

Our Supporter Services team are on-hand to assist from Monday to Friday, 9am-5pm (UK time).

Data protection complaints

Independent complaints services

You can also raise a concern using our independent online service: ethicspoint.com.

Or via telephone through the following independent reporting lines:

Country Telephone Number
Kenya +254 800 221 364
Nepal +977 1800-091-0105
Peru +51 800 78117
UK +44 800 086 9962
Zimbabwe +263 503 495 9859 (reverse charge number)
Bolivia * A: +591 800-101-110 (English) / 800-101-111 (Spanish)
T: (844) 955 1644
Senegal * A: +221 800–103–072 (English) / 800–103–073 (French)
T: (844) 955-1644
Bangladesh
Sudan		 Telephone line is not available. Reports can only be made via the online reporting tool.

* = Bolivia and Senegal require 2 stage dialling to be completed to reach a communication specialist, this is due to the country not having a direct free phone line. For each call made the following steps must be taken:

  1. Dial “A” (Access Code) number to get through to an automated switchboard.
  2. When prompted, enter “T” (Telephone Number) for your country.

How we handle complaints

The process for addressing a concern or complaint may differ based on the type and nature of the issue at hand.

For matters relating to conduct, please refer to the process laid out in our Global Complaints Policy.

Fundraising complaints

  1. If you shared contact information with us, we’ll acknowledge receipt of your complaint within three working days.
  2. Your complaint will be logged and passed to the relevant manager for investigation.
  3. We’ll do everything we can to resolve your complaint and we’ll send you an update or a full reply within 14 working days.
  4. If we’re unable to reply in full within 14 working days, we’ll write to you again with a full and final response within 30 working days.

Data protection complaints

We adhere to the Information Commissioner’s Office’s data protection complaints guidance for organisations. We will acknowledge your query or complaint within 30 days and respond without undue delay.

If you’re still unhappy

If you feel that your complaint hasn’t been satisfactorily resolved, you can ask for it to be escalated to our Board of Directors for further consideration. The timescales for this process are the same as those outlined above.

You may also wish to raise your concern with an external organisation, such as the Charity Commission, the Information Commissioner’s Office, a recognised Health and Safety body, the (relevant country’s) Tax office or Police.

Fundraising Regulator
Our fundraising is regulated by the Fundraising Regulator, and we work closely with the Fundraising Preference Service. If your complaint relates to our fundraising activities, and you feel that we haven’t satisfactorily resolved it, you have the option to contact them.

Escalate your complaint to the Fundraising Regulator.
Update your preferences with the Fundraising Preference Service.

How we use your data

You can find out more about how we collect and use your personal information by reading our privacy notice at www.practicalaction.org/privacy. To change how we manage your personal information or opt out of receiving communications from Practical Action call us on 0800 389 1624 or email [email protected].