Complaints

Complaint handling

Any issue in-country should first and foremost be taken to the in-country staff to immediately try and rectify the matter. Most situations can be resolved this way, and the volunteer can of course contact the Moving Mountains trustees to assist or mediate or get involved.

If a complaint needs to be made then it should be made in writing as soon as possible, preferably by email, and addressed to the Moving Mountains trustees. All volunteers will have already had direct communication with the trustees so hopefully there will be previous correspondence and communications to refer to. All complaints must have been received by latest fourteen days after the volunteer returns home.

All complaints will be handled fairly and objectively, and they will be shared with the in-country staff in order to ascertain the full context of the complaint, unless the volunteer has a specific desire for some staff member not to be contacted in which case that request will be respected. All complaints will be handled by one trustee as a minimum, but internally the issue will be discussed between all the trustees.

The trustees would aim to respond within 24-48 hours with an acknowledgement of the complaint, after which a process of investigation takes place that might take up to two weeks. After a maximum initial period of two weeks a report will be provided, which may involve meeting face to face or talking on the phone depending on the preferences of the individual.

If the complainant is not satisfied with the outcome of the complaint then an appeal can be made to the trustees to re-consider their response, and also to register their complaint with the Charity Commission for Northern Ireland where Moving Mountains is registered. It should be noted that the Commission is not an arbitration body.

Volunteers and trustees alike are asked to avoid using social media or any online platform to discuss or mention complaints or to make public defamatory comments which could be seen as subjective, harmful and damaging to the Charity’s reputation.

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