Complaints procedure
LIGHT FOR THE WORLD attaches great importance to the way its partner organisations are treated and to client satisfaction. But we are only human and mistakes can happen. If you think you haven’t been treated correctly, we would like to make every effort to put things right. Often it just takes a telephone call to solve the problem, but if it doesn’t you might consider submitting a complaint.

What kind of conduct can you complain about?

  • A lack of courtesy or respect
  • Failure to provide information you requested or to provide it on time
  • Failure to answer your letters or to answer them on time
  • Failure to honour promises we made
  • Unwillingness to correct mistakes
  • Carelessness with information or details you gave us.

Complaints about decisions regarding project funding
Decisions regarding project funding are made by the LIGHT FOR THE WORLD project decision committee according to our project support policy and partnership policy and based on availability of funds. You cannot file a complaint regarding the decision of the project committee on financial support for your project. You can only file a complaint if you disagree with the way your project application has been handled within one month after communication of our decision.

How to submit a complaint
You can submit your complaint by post to LIGHT FOR THE WORLD at:
PO Box 672
3900 AR Veenendaal
The Netherlands

Or by email to: complaints@lightfortheworld.nl

Please provide:

  • a clear description of the complaint;
  • the name of the person and department concerned;
  • the date on which the conduct/decision in question took place;
  • your name and address;
  • your signature and date of signature (in the case of a complaint sent by post).

Try to be as clear and complete as possible in describing your complaint and the grounds on which it is based. This will help us deal with it as quickly as we can.

Processing of complaints
Your letter/ email will be directly forwarded to the immediate superior of the person or persons who are the subject of your complaint. If this is the director of LIGHT FOR THE WORLD, it will be dealt with by the board. The person dealing with your complaint will confirm receipt as quickly as possible. If you wish, you may discuss your complaint either in person or on the phone. You can arrange this with the responsible staff member. A report will be drawn up reflecting what you said and the member of staff who is the subject of your complaint will be given a copy of your complaint. He/she has the right to express his/her views on the matter.

The staff member dealing with the complaint will advise senior management on how to settle the complaint. He/she will send them a report containing his/her findings and recommendations and the views of the complainant and relevant staff member. Senior management will then decide what should be done about the complaint and iwill nform yourself and the staff member concerned in writing of the results of the inquiry, the decision taken, and any conclusions attached to the decision. This will take place within 2 weeks of receipt of the letter/email of complaint. This period may be extended by two weeks, but you will, of course, be informed of any extension.

A complaint will not be processed if:

  • an earlier complaint about the same conduct has already been dealt with;
  • the complaint was submitted over a year after the conduct in question took place;
  • the complaint relates not to conduct but to product or service content;
  • it is clear that the conduct that is the subject of the complaint is insufficiently important or serious.

If LIGHT FOR THE WORLD decides not to process your complaint, you will be informed of this decision and the grounds on which it is based in writing within one week of receipt of your letter of complaint.

Registration of complaints
All complaints are registered, and your personal particulars are dealt with in the strictest confidence. Every year, senior management publishes in the annual report the number of complaints, their nature, the way they were settled and any recommendations arising from them.

 
 

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