Complaints submitted using this form will be sent to Proforest’s Group Operations Director, Le Chen, copied
to the co-chairs of Proforest’s Executive Directors Group, Abraham Baffoe and Ruth Nussbaum

This form can be used for the following type of complaints:

• Complaints from clients about work undertaken for them by Proforest or about Proforest personnel engaged
  in such work.
• Complaints from third parties about work undertaken by Proforest or about Proforest personnel.
• Complaints from third parties relating to Networks or Partnerships coordinated or run by Proforest.
• Complaints from third parties relating to Proforest clients and their use of Proforest work such as misuse
  of information or misleading claims.
• Complaints from clients or third parties about Proforest partners.
• Complaints from clients or third parties relating to any form of fraud or corruption by Proforest staff or
  partners.
• If other complaints are received which are not covered by the list above, they will normally be dealt with
  in the same way.

Complaints should be in English, Portuguese, Bahasa, Spanish or French unless this would effectively prevent
the complainant from making the complaint. Complaints in other languages may take longer to respond to than
the norms set out below.

An acknowledgement of receipt of the complaint will be sent within 3 working days and the complaint will be
internally registered and allocated to the appropriate person for investigation.

A response will normally be provided within 10 working days. If a longer period is needed (for example
because key staff are in the field or further information on the nature of the complaint is required) the
complainant will be informed of the additional time needed and the reason for the delay.

The response will be sent in writing to the complainant(s) and a copy maintained in the Proforest complaints
file.
If the complainant is not satisfied with the response they must send a further written notification within 30
working days setting out why the response is inadequate.

Where complainants are not satisfied with the response the following review
procedure will be adopted:

Complaints relating to Proforest Non-profit Programmes: a review will be undertaken by the
Proforest group
directors, if necessary including a direct discussion with the complainants. If this does not resolve the
issue then a review will be undertaken by the relevant Board of Trustees. The findings of the Trustees will be
final.

Complaints relating to Proforest Consultancy: a review will be undertaken by the Proforest
group directors,
if necessary including a direct discussion with the complainants. The findings of the directors will be final.

Complaints relating to Networks and Partnerships managed by Proforest: a review will be
undertaken by the
Proforest group directors, if necessary including a direct discussion with the complainants. If this does not
resolve the issue then a review will be undertaken by the Board or equivalent governance body of the Network
or Partnership. The findings will be final.

To submit a complaint please complete the form below. This will be sent to Le Chen, Group Operations
Director. The complaint must include the name(s) and contact details of the complainant(s) and set out
clearly the nature of the complaint together with any relevant supporting information.