Compliments and complaints

Whether you have a compliment to share or a concern to raise, your input is crucial to ensuring that we maintain the highest standards in all aspects of our work.

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

We will ensure any issues are addressed efficiently, and with genuine respect, care and consideration.

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

Call us on +44 (0) 20 7226 4114

Email us at [email protected]

Or write to us at: Medical Aid for Palestinians, 50 Featherstone Street, London, EC1Y 8RT.

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

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 as above.

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. For more information, please read our Community Feedback & Complaints Mechanism policy.

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:

• Do all that we can to address concerns and fix mistakes
• Treat you with courtesy and respect
• Take your feedback seriously
• Maintain confidentiality at all times
• Keep you informed about our progress
• Provide you with a prompt response
• Tell you who to go to if you want to escalate your complaint further
• Provide a clear explanation or apology where we have got things wrong
• Learn from any mistakes and use them to improve

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

• If a complaint concerns something MAP has no direct connection to, we may choose to respond to provide clarity, but we are not obliged to.
• If someone unreasonably pursues a complaint that we have already responded to.
• If a complainant is being obviously abusive, prejudiced or offensive in their manner.
• If a complainant is harassing a staff member.
• If a complainant is incoherent or illegible.
• MAP cannot respond to anonymous complaints. However, we will investigate the complaint and use the information to improve in any way that we can.

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 3407. You can also write to the Fundraising Regulator at:

Fundraising Regulator, 2nd Floor, CAN Mezzanine, 49-51 East Road, London, N1 6AH.

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.