MAP's vision is a future where all Palestinians can access an effective, sustainable and locally-led system of healthcare and the full realisation of their rights to health and dignity. 

For over 30 years, we’ve built our reputation on trust in our standards and results. We are committed to being transparent about our governance, activities and finances, so our donors and supporters can trust us to spend their money wisely and the people, communities and partners we work with can help make our work as effective as possible.

To help us achieve our vision, we welcome feedback – good or bad – so we can improve our activities and procedures. We take complaints very seriously and view them as an opportunity to develop.

Comments can relate to any aspect of our work, including our programmes (see below), publications, campaigns, fundraising activities, or staff, consultants and volunteers.

We value feedback and complaints because they enable us to identify problems early on and maintain trust in our policies, practices and programmes.

If you have feedback or want to make a complaint you can:

Medical Aid for Palestinians, 33a Islington Park Street, London, N1 1QB

Please give as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.

How long will it take?

You will receive an acknowledgement of your complaint within two days of receipt. We aim to respond fully to all complaints within 10 working days and wherever possible we will get back to you faster.

In more complex situations, where an immediate response is not possible, we will investigate the matter and get back to you as swiftly as we can. If we think it will take longer than 10 days, we will let you know. The longest period it would take to resolve a complaint would be a maximum of up to 12 weeks.

We commit to:

While we treat feedback and complaints very seriously, there may be rare occasions when we choose to not respond. For instance:

If your complaint is not resolved

We really hope that we are able to resolve your complaint in an open and satisfactory way. However, if your complaint is concerned with fundraising and you feel it has not been resolved by us, then the Fundraising Regulator can investigate your complaint. Contact can be made via their online complaints form or by telephone: 0300 999 3404.

Alternatively, if your complaint is related to another area of our work and you do not feel satisfied by our response then you can contact the Charity Commission at the address below:

The Charity Commission, PO Box 1227, Liverpool, L69 3UG

For further guidance on taking a complaint further see: https://www.gov.uk/complain-about-charity

MAP is a member of the Core Humanitarian Standard Alliance and as an organisation we are working towards the application of the nine commitments of the Core Humanitarian Standard. One of these commitments is the provision of a safe and responsive mechanisms to handle complaints.  

Feedback and Complaints regarding MAP’s Programmes

MAP welcomes feedback from anyone who is impacted by our projects. If you are a community member or group linked to one of our projects in Gaza, the West Bank or Lebanon, and you feel unable to give feedback through our local partners or local MAP office, you can contact us directly.

Please email us in Arabic or English at info@map-uk.org for any of the following reasons:

-          You think a beneficiary of one of our projects might be at risk in some way. If you have a concern that MAP’s Code of Conduct or Safeguarding policy may have been breached, please let us know immediately.

-          You have a suggestion about how we could improve an existing project/service which you are linked to.

-          You want to make a complaint about MAP’s work.

-          You would like to give us a compliment about our projects.

We will respond to you within three days of receiving your email, and we aim to resolve your issue within one month of receiving it. Please include as much information as possible. Your feedback will be treated as highly confidential and, generally, only shared with the MAP staff members who will follow up on the issue. However, if you raise a safeguarding concern, we may need to share this information with those local authorities responsible for protecting individuals and investigating such concerns.     

MAP will use the feedback we receive to improve our projects and ways of working.

التعليقات والشكاوي المتعلقة ببرامج جمعية العون الطبي للفلسطينيين

ترحب جمعية العون الطبي للفلسطينيين بتعليقات المستفيدين من مشاريعها. إذا كنت أحد أعضاء المجتمعات أو المجموعات ذات الصلة بمشاريعنا في قطاع غزة أو الضفة الغربية أو لبنان ولا تشعر بالقدرة على مشاركة تعليقاتك مع مكتبنا أو شركائنا المحليين فيمكنك مراسلتنا بشكل مباشر.

يمكنك التواصل معنا باللغة العربية أو الإنجليزية عبر البريد الإلكتروني info@map-uk.org في أي من الحالات التالية:

-        اذا كنت تعتقد أن أحد المستفيدين من إحدى مشاريعنا معرض لخطر ما. إذا كان الأمر متعلقاً بانتهاك محتمل لقواعد السلوك أو سياسة الحماية الخاصة بالجمعية فيرجى ابلاغنا على الفور.

-        إذا كان لديك اقتراح حول كيفية تحسين المشروع أو الخدمة المقدمةوالتي لديك ارتباط بها.

-        إذا كنت تريد تقديم شكوى حول عمل الجمعية.

-        إذا كنت ترغب بتقديم  الثناء على مشاريعنا.

سنقوم بالرد على مراسلتك خلال ثلاث أيام من تاريخ استلام بريدك الإلكتروني، وسنسعى لحل مشكلتك خلال شهر من حينه.  يرجى  إرفاق أكبر قدر من المعلومات. كما سيتم التعامل مع التعليقات على مستوى عالي من السرية. وبشكل عام، سيتم مشاركتها فقط مع أعضاء طاقم الجمعية المعنيين بمتابعة هذه التعليقات، ولكن في حال كانت التعليقات متعلقة بسياسية الحماية، فقد نحتاج لمشاركة هذه التعليقات مع السلطات المحلية المسؤولة عن حماية الأفراد بما قد يتطلب تقصي والتحقيق في الحالة.

ستستخدم الجمعية التعليقات الواردة  من أجل  تحسين مشاريعها ونهج عملها.