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Raise a concern or make a complaint

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

Please refer to the information provided here to ensure the best possible solution for your concern or complaint.

For matters relating to conduct

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 of utmost importance to us that any person have 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.

To raise a concern or make a complaint about any conduct related matter, please use the details below.

For matters relating to fundraising

Concerns relating to Practical Action’s fundraising activities and could cover a broad range of matters, including:

  • data protection and privacy,
  • changing contact preferences,
  • updating your details,
  • contact with our fundraising team, or
  • questions about our fundraising appeals.
Fundraising queries and complaints
A complaints procedure icon with a globe on an orange square.
Online
Raise your complaint via our independent online service
A white phone icon on an orange square representing a complaints procedure.
by Phone
Call our independent reporting line
An email icon on an orange square for a complaints procedure.
by Email
Raise your complaint via email
A letter regarding the complaints procedure, enclosed in a yellow envelope.
by Letter
Raise your complaint in writing

Online

Raise your complaint via our independent online service

By phone

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.

By email

Matters relating to conduct:

 

Fundraising concerns:

 

Why is there a different email address for fundraising concerns?
Our supporter services team is best placed to handle concerns relating to our fundraising practices, and will offer you the most efficient response.

By letter

In the UK:

Please address your letter to ‘CEO Complaints’, at the below address;

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

 

In any of our operating countries:

Please address your letter to ‘Country Director – Complaint’, and use the most up-to-date address for the regional office from our Contact Page.