Complaints procedure

Human Security Collective aims to be transparent and accountable organisation, maintaining high-quality relationships with and support to donors, partners, grantee-partners, suppliers and other stakeholders.

Still, we are conscious of the fact that our best efforts will not always turn out to everyone’s satisfaction.

It is for this reason that we welcome, and take seriously, feedback from our stakeholders and have in place a formal complaints and appeals process.

Complaints are handled with care and attention and can be made by a donor, partner, grantee-partner, supplier or other stakeholder.

The procedure:

A complaint should be submitted in writing preferably within two months of the cause of it, to this e-mail address: info@hscollective.org or to this postal address: Riviervismarkt 4, 2513 AM Den Haag, The Netherlands and should be addressed to Esther Rutten, Finance Officer. If the complaint is regarding the Finance Officer, submissions should be addressed to Lia van Broekhoven, Executive Director. If the complaint is regarding the Executive Director, submissions should be addressed to Lex Oostendorp, Chairs of HSC's Board.

In order to address and settle your complaint, please send us the following information:

• Description of complaint or suggestion
• Description of how and when the complaint arose
• Your name, telephone number and/or e-mail address
• Your relation to HSC (e.g., donor, partner, grantee-partner, supplier or other stakehold

An acknowledgement of receipt will be sent, either by email or letter.

The complaint is registered at HSC and reviewed promptly.

The complaint will initially be handled by the employee directly involved, in cooperation with the director of the relevant department. If the complaint involves a Director, it will be handled in cooperation with the Executive Director. If the complaint involves the Executive Director, it will be handled in cooperation with the Board.

A response can be expected within three weeks of HSC receiving a complaint.

If this deadline is not feasible, a written note will be sent giving the reason for the delay and a new deadline for the settlement of the complaint.

If the person or organisation who filed the complaint disagrees with the response, it is possible to lodge an appeal.

The appeal must be submitted within four weeks and be addressed to the Executive Director, Lia van Broekhoven. If the appeal is about the Executive Director, it can be addressed to Lex van Oostendorp.

The assessment of the appeal focuses on the care with which the complaints procedure has been followed.

A response on the appeal will be sent within three weeks of HSC receiving the appeal.

If this deadline is not feasible, a written note will be sent giving the reason for the delay and a new deadline for the settlement of the appeal.

This second assessment is final and cannot be re-appealed.

Personal details of the person who has complained or appealed a decision are handled and recorded with care and confidentiality according to privacy laws.