Complaints procedure — Dutch Aid Foundation

Purpose and scope

Dutch Aid Foundation wants to learn when something has gone wrong. Anyone may submit a complaint about our communications, fundraising, donation handling, conduct, or humanitarian activities.

A complaint is an expression of dissatisfaction that asks DAF to explain, correct, or review something. General questions and suggestions are welcome but do not need to use this procedure.

How to submit a complaint

Send a complaint using one of these channels:

Email:info@dutch-aid.nl— with “Complaint” in the subject line.
Telephone or WhatsApp:06 84 08 74 01 / WhatsApp.
Post:Stichting Dutch Aid Foundation, Dommeldaal 22, 5282 WC Boxtel, the Netherlands.

Please include, where possible:

your name and preferred contact details;
what happened, when, and who or what was involved;
relevant documents or transaction details; and
what outcome you are seeking.

DAF will accept an anonymous complaint, but anonymity may limit our ability to investigate or report an outcome.

What happens next

DAF acknowledges the complaint within five working days.
A board member or delegated reviewer who was not directly involved assesses the complaint. DAF may ask for additional information.
DAF aims to provide a reasoned written response within 30 calendar days of receipt. If more time is needed, DAF explains why and gives a revised date.
The response records the conclusion and any corrective or preventive action DAF can appropriately disclose.

Review of the outcome

If the complainant is dissatisfied, they may request a board review within 30 calendar days of DAF's response. Where practicable, a different board member reviews the file. DAF aims to respond to the review request within 14 calendar days or provides a revised date.

Confidentiality and personal information

Complaints are handled as confidentially as reasonably possible. Information is shared only with people who need it to assess or resolve the complaint, or when disclosure is required by law or necessary to protect someone from harm.

Complaint records are kept for five years after the complaint is closed or the last substantive contact, whichever is later. Access is limited to people who need the information for handling, learning, accountability, safeguarding, or applicable legal obligations.

Privacy rights can be exercised by emailing info@dutch-aid.nl.

Safeguarding, abuse, fraud, or immediate danger

A report involving exploitation, abuse, harassment, discrimination, fraud, or a risk to someone’s safety is treated as an integrity or safeguarding concern, not as an ordinary service complaint. Use the same contact details and put “Confidential safeguarding concern” in the email subject. DAF prioritizes the safety and wishes of affected people, restricts access to the report, and decides whether specialist or statutory authorities need to be involved.

For immediate danger, contact the appropriate local emergency service first. DAF will not tolerate retaliation against someone who raises a concern in good faith.

Learning and accountability

DAF records the category and outcome of complaints so recurring issues can be identified. Personal details are excluded from public reporting. The board reviews complaint trends and whether follow-up actions were completed.