How to file a complaint

Complaint handling procedure

У fund "Pledge" we provide help humanely, effectively й transparently. We are adhere to principles integrity, openness and accountability in front of all, з by working - our beneficiaries, partners, volunteers, donors і as a team.

We are open to your feedback and take seriously any complaints or reports of possible violations, abuses or unethical behavior by employees or partners of the foundation.

The Foundation categorically does not tolerate any kind of violence, including sexual violence, harassment, discrimination based on sex, gender identity, race, national origin, religion, disability or other grounds.

Who can file a complaint?

Anyone can file a complaint: children and their families whom we provide assistance to; partners; volunteers; employees of the Foundation or simply people who care.

What can you complain about?

- violation of your rights;
- unethical or unprofessional attitude;
- unfair actions or decisions of the fund;
- suspicions of dishonesty or lack of transparency;
- cases of sexual harassment or violence;
- discrimination based on gender, age, disability, nationality, religion, sexual orientation or gender identity

How to file a complaint?

1. In writing
   Send a complaint by email: skarha@zaporuka.org.ua (Subject line: Complaint).
2. Orally by phone
   Call us by phone: 044 361 56 97 and inform us that you want to file a complaint.
3. Through QR-.codeswho are housed in family homes "Dacha", hospitals or other places, where works team ФOnda.

What to include in a complaint:

• date and description of the situation;
  
• the names or positions of the persons involved in the complaint (if known);
  
• a detailed description of the situation; if possible, photo or video evidence;
  
• what you expect as a result.
  

How do we handle complaints?

Step 1. Confirmation of receipt

If the complaint is sent by email, we will confirm that we have received it within 3 business days. 

Step 2. Study the circumstances

We will conduct an internal investigation or pass the complaint on to the person responsible. Depending on the complexity of the situation, this may take 10 to 20 business days. If it takes longer, we will notify you.

Step 3. Answer.
You will receive a written response with the results of the review and, if necessary, suggested steps to resolve the situation.

What do we guarantee?

• We review every complaint, regardless of who it comes from.
• Privacy - personal data will not be shared without your consent.
• No negative consequences for those who file a complaint, including employees or volunteers.
• An objective and unbiased study of the situation.