Complaints Policy

"bee Charity" Verein (“BeeCharity”, “we”, “us”, “our”) is a Swiss association (Verein) with its seat in Dübendorf, Canton of Zurich, registered in the Commercial Register Office of the Canton of Zurich under UID CHE-457.076.818. We are committed to providing a high standard in everything we do, and we know that from time to time we will get things wrong. When we do, we want to hear about it.

The purpose of this Complaints Policy is to explain how anyone can raise a complaint about BeeCharity, and how we will handle it fairly, promptly and transparently. We view complaints not as a threat but as valuable feedback: they help us put things right for the person concerned, identify where we can do better, and strengthen the trust that donors, volunteers, beneficiaries and the wider public place in us.

This policy sets out what we mean by a complaint, how to make one, how we investigate and respond, the timescales we work to, and how a complainant can appeal if they remain dissatisfied. It was formally adopted by the board and is published in the spirit of transparency; it describes the standards we hold ourselves to.

This policy applies to complaints from anyone who interacts with BeeCharity, including donors and supporters, volunteers, beneficiaries and the communities we serve, partners and suppliers, and members of the public. It covers complaints about our activities, our fundraising, the conduct of our board members, volunteers or representatives, the way we have handled personal data, or any other aspect of how we operate.

Some concerns are dealt with under other, more specific policies, and this policy signposts them rather than duplicating them. Concerns about the safety or welfare of a child or vulnerable person are handled under our Safeguarding and Child Protection Policy; suspected fraud, bribery or corruption under our Anti-Fraud, Bribery and Corruption Policy; serious wrongdoing raised by an insider under our Whistleblowing Policy; and requests or concerns about personal data under our Privacy Policy. Where a complaint touches on one of these areas, we will apply the relevant specialist policy while still keeping the complainant informed under this one.

This policy does not cover routine disagreements with our lawful decisions where there has been no failing on our part — for example a decision to decline a particular partnership or to allocate unrestricted funds in a particular way — although we will always explain such decisions courteously. Nor does it replace any legal rights a person may have; nothing in this policy limits a complainant’s ability to contact the relevant Swiss authorities or to seek independent advice.

For the purposes of this policy, a complaint is any expression of dissatisfaction, whether justified or not, about the standard of service, action or lack of action by BeeCharity or by someone acting on our behalf, where the complainant would like a response. A complaint may relate to something we have done or failed to do, to the conduct or attitude of a person representing us, or to the quality, accuracy or fairness of our work or communications.

A complaint is different from other kinds of contact that we also welcome but handle differently. General feedback or a suggestion for improvement helps us learn but does not necessarily require investigation; a request for information or a service is dealt with through our normal enquiry channels; and a first-time report of a problem that we can resolve on the spot may simply be put right without becoming a formal complaint. If we are unsure whether a contact is a complaint, we will treat it as one where the person clearly wants us to look into a failing and respond.

Complaints can be about matters large or small — from a fundraising message a person found misleading, to the behaviour of a volunteer at an event, to a delay or error in handling a donation. All are taken seriously. Making a complaint is free, and no one will be treated less favourably for raising a genuine concern in good faith.

We aim to make complaining straightforward, and we operate a simple two-stage procedure so that concerns are resolved at the earliest possible point.

At the informal first stage, we encourage anyone with a concern to raise it directly with the person or team they have been dealing with, or with their usual point of contact, as soon as possible after the issue arises. Many concerns can be resolved quickly and informally at this stage through explanation, apology or prompt corrective action, and we would always prefer to put something right straight away rather than escalate it unnecessarily.

Where an informal approach is not appropriate, or has not resolved the matter, a complaint can be made formally. A formal complaint can be submitted in writing to beecharity1@gmail.com, or by post to the address in the Contact chapter below, and should where possible include the complainant’s name and contact details, a clear description of what went wrong and when, any relevant background or documents, and what the complainant would like to see happen as a result. We can also take a complaint by other reasonable means where a person needs support to put it in writing, and we will make reasonable adjustments so that people with disabilities or particular needs can complain on an equal footing.

Formal complaints are directed to the person responsible for the relevant area and overseen by the Chairperson of the Board, who owns this policy. Where a complaint concerns a board member, or where independence requires it, it will be handled by another board member not involved in the matter, so that no one investigates a complaint about their own conduct.

When we receive a formal complaint, we first acknowledge it and confirm who will be handling it. We then carry out an investigation that is proportionate to the seriousness and complexity of the matter, conducted fairly, objectively and with an open mind.

The investigation will typically involve establishing the relevant facts, reviewing any documents, records or communications that bear on the complaint, and, where appropriate, speaking to the complainant and to any BeeCharity representatives or others involved. We approach each complaint without pre-judging the outcome, we give anyone whose conduct is questioned a fair opportunity to give their account, and we base our conclusions on the evidence. Where specialist input is needed, we may seek advice, and where a complaint overlaps with safeguarding, fraud or data protection, we will coordinate with the relevant specialist policy.

We handle complaints as confidentially as we reasonably can, sharing information only with those who need it to investigate and resolve the matter, and processing any personal data involved in line with our Privacy Policy. At the end of the investigation we reach a reasoned conclusion on whether the complaint is upheld in whole or in part, decide what action is needed to put things right, and communicate the outcome clearly to the complainant.

We are committed to dealing with complaints promptly and to keeping complainants informed of progress. We work to the following target timescales:

These are targets rather than rigid deadlines, and there may be occasions — for example during holiday periods, or where key people or information are temporarily unavailable — when we need a little longer. In every case we will be honest about timing and will not allow a complaint to drift without explanation. Because we are a young, largely volunteer-run association, we ask for reasonable patience, while committing to treat every complaint with the seriousness and urgency it deserves.

• Acknowledgement — we aim to acknowledge every formal complaint within five working days of receiving it, confirming who is dealing with it and how we will proceed.
• Full response — we aim to provide a full written response within twenty working days of the acknowledgement.
• Complex cases — where a complaint is particularly complex or requires a longer investigation, we will explain why, tell the complainant when they can expect a full response, and keep them updated in the meantime.
• Appeals — we aim to acknowledge an appeal within five working days and to provide the outcome of the appeal within twenty working days of receiving it.

We want complainants to feel that their concern has been dealt with fairly, and we recognise that they may sometimes be dissatisfied with our response. If a complainant is unhappy with the outcome of their complaint, they have the right to appeal.

An appeal should be made in writing to beecharity1@gmail.com within twenty working days of receiving our response, explaining why the complainant remains dissatisfied — for example because they believe the investigation missed something important, did not consider all the evidence, or reached an unreasonable conclusion. The appeal will be considered by a member of the board who was not involved in handling the original complaint, or, where appropriate, by the board collectively, so that it receives a genuinely fresh and independent review.

On appeal we will review how the original complaint was handled and whether the outcome was fair and reasonable in light of the evidence, and we may gather further information where necessary. We will then confirm our final decision in writing, together with our reasons. The appeal stage represents the conclusion of our internal complaints process. If a complainant remains dissatisfied after appeal, they retain any rights they may have to raise the matter with an appropriate external authority — for example the Swiss Federal Data Protection and Information Commissioner in relation to personal data, or the relevant supervisory or prosecuting authorities in relation to unlawful conduct.

We would always encourage complainants to identify themselves, because it allows us to investigate fully, to seek clarification, and to respond directly with the outcome. However, we understand that a person may sometimes feel unable to give their name — for example because they fear an adverse reaction — and we do not want that to prevent a genuine concern from reaching us.

We therefore accept anonymous complaints and will consider them seriously and on their merits. The weight we can give to an anonymous complaint, and the extent to which we can investigate it, will inevitably depend on the amount of detail and supporting information provided, since we cannot go back to the complainant for more. Anonymous complaints that raise credible concerns — particularly about safeguarding, fraud or serious wrongdoing — will always be acted upon under this policy and, where relevant, our Safeguarding, Anti-Fraud and Whistleblowing policies.

Where a complainant gives their name but asks us to keep their identity confidential, we will respect that request so far as we reasonably can, disclosing their identity only where it is necessary to investigate the matter properly or where we are required to do so by law, and in either case we will discuss it with them first wherever possible.

We keep a clear and accurate record of the formal complaints we receive, the steps we take to investigate them, the outcomes we reach, and any action taken as a result. Good record keeping ensures that individual complaints are handled consistently and can be reviewed if they are appealed, and it allows us to see patterns across complaints over time.

Complaint records are held securely, with access restricted to those who need it, and any personal data they contain is processed and retained in accordance with our Privacy Policy and our Data Retention Policy. We keep complaint records only for as long as is necessary for the purposes of resolving the complaint, learning from it, and meeting any legal or governance requirements, after which they are securely deleted or anonymised.

We treat information about complaints as confidential and use it only for legitimate purposes connected with handling the complaint, improving our work, and reporting to the board. We will not disclose the details of a complaint more widely than necessary, and complainants can ask what information we hold about their complaint in line with their rights under our Privacy Policy.

A complaint is one of the most useful signals an organisation can receive, and we are determined to learn from every one. Beyond putting right the specific issue for the person concerned, we look at what a complaint tells us about our processes, our communications and our conduct, and we use that insight to improve.

Where an investigation reveals a shortcoming — a misleading message, a gap in a procedure, a training need, or a recurring source of frustration — we identify the underlying cause and take practical steps to address it, rather than treating the complaint as an isolated event. Common themes and lessons are drawn together and considered by the board so that improvements can be made at the level of policy and practice, not just individual cases.

This commitment to learning connects directly to our wider approach to quality and transparency: the monitoring described in our Responsible Fundraising Policy, the safeguarding improvements described in our Safeguarding Policy, and the financial controls in our Anti-Fraud Policy all draw on what complaints and concerns tell us. In this way, the people who take the time to complain help make BeeCharity better for everyone.

This policy is owned by the Chairperson of the Board and approved by the board, which holds overall responsibility for ensuring that BeeCharity handles complaints fairly and learns from them. The board receives regular information about the volume, nature and outcomes of complaints, and gives particular attention to any serious complaint or to patterns that suggest a wider issue.

Because BeeCharity operates with joint signing authority, any decision that formally commits the association in response to a complaint — and the adoption or material amendment of this policy — requires two authorised representatives acting together. No single individual can bind the association alone. Complaints about a board member, or matters in which an individual has a personal interest, are handled by others not involved, in line with our Conflicts of Interest Policy, so that complaints are always considered impartially.

The board is responsible for ensuring that those handling complaints understand this policy, that complainants are treated with respect and never disadvantaged for complaining in good faith, and that the improvements identified through complaints are actually made. Complaints handling forms part of the wider governance framework described on our Governance page and in our related policies.

If you wish to make a complaint, ask a question about this policy, or find out how your complaint is progressing, please contact us and we will be glad to help. We will treat your complaint seriously, fairly and confidentially.

Complaints: beecharity1@gmail.com

General enquiries: beecharity1@gmail.com

Postal address: "bee Charity" Verein, c/o Jasmin Semra Gabrielli, Bahnhofstrasse 33, 8600 Dübendorf, Switzerland (please mark correspondence “Complaint — for the attention of the Chairperson”)