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Policy
Complaints & Feedback
We want to hear when we have done well — and especially when we have fallen short. Feedback helps us improve; complaints help us put things right. Here is how to reach us and what you can expect.
1. Our commitment
HIL handles every complaint respectfully, fairly, impartially and as confidentially as possible. We will never treat anyone less favourably because they raised a genuine concern. We use what we learn not only to resolve individual issues, but to strengthen the Institute.
2. Who can raise a complaint
Anyone affected by HIL’s work can give feedback or make a complaint — participants, parents and guardians, schools, partners, staff, volunteers and members of the public. You may also complain on behalf of someone else with their permission.
3. Safeguarding concerns
If your concern relates to the safety or wellbeing of a child or vulnerable person, do not wait for the complaints process. Report it immediately under our Safeguarding Policy. If a child is in immediate danger, call 112 or the Ghana Police on 191.
4. How to complain
Contact us by email, phone or the contact form above. To help us respond well, please include:
- Your name and preferred contact details;
- The programme, event or service involved and the date;
- What happened, and who was involved if known;
- What you would like us to do to put things right.
Many concerns can be resolved quickly by speaking to the facilitator or coordinator involved. You are always free to come to HIL directly instead.
5. What happens next
Acknowledgement
We acknowledge your complaint, normally within three working days, and tell you who will handle it.
Review
A person not directly involved in the matter looks into it, speaking with those concerned and reviewing relevant records.
Response
We aim to give you a full written response within fifteen working days. If more time is needed, we will explain why and keep you informed.
Resolution
Where we got something wrong, we will say so, apologise and explain what we are doing to put it right.
6. If you are not satisfied
If you are unhappy with the outcome, you can ask for your complaint to be reviewed by HIL’s senior leadership. Complaints about senior leadership, or appeals that remain unresolved, can be escalated to HIL’s Governing Board — write to [email protected] marked “For the attention of the Board Chair”. The Board’s decision concludes HIL’s internal process.
Concerns about how we handle personal information can also be raised with Ghana’s Data Protection Commission, as explained in our Data Protection policy.
7. Fairness & confidentiality
Information about a complaint is shared only with those who need it to resolve the matter. People who are the subject of a complaint are treated fairly and given the opportunity to respond. Knowingly malicious or false complaints may themselves be treated as misconduct, but no one will be penalised for a genuine concern raised in good faith.
8. Learning from feedback
Compliments, suggestions and complaints are reviewed regularly by HIL’s leadership to identify patterns and improvements, in line with the commitment to continuous improvement in our Governance Policy.
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