How to raise a complaint about a Greentalist program
If something about your program did not go the way it should, we want to hear about it. This page explains how to raise a concern, what happens next, and how quickly you can expect a response.
We respond within 21 days
What this complaints procedure covers
This procedure is for volunteers, volunteer managers, staff, partner organizations, and members of host communities who want to raise a concern about any aspect of a Greentalist program.
What guides how we handle every complaint
Accessible
Raise a complaint by phone, email, or in person, in English or Spanish.
Confidential
Shared only with the people who need it to investigate and resolve.
Fair
Everyone involved is heard before any decision is made.
Timely
Every complaint is acknowledged quickly and resolved without delay.
No retaliation
Raising a complaint in good faith will never disadvantage you on the program.
Three steps, from a first conversation to a written response
Most concerns are resolved in step one. If yours needs more, here is exactly what to expect at each stage.
Raise it informally
Speak to your team leader, program coordinator, or any Greentalist staff member as soon as the issue comes up. Not sure who to contact? Email info@greentalist.org.
Submit a formal complaint
Write to the Board of Directors at complaints@greentalist.org with what happened, when, who was involved, and the outcome you are hoping for.
Within 28 daysReview and response
We acknowledge your complaint, review it with everyone involved, and reply in writing with the outcome and any action taken.
Response within 21 daysYou can ask for a second review
If you feel your complaint was not fairly or fully addressed, you can request that a different member of the Board of Directors review it. Write to us and explain why you believe the original outcome was incorrect or incomplete, and we will take a fresh look.
Request a second reviewCommon questions about this complaints procedure
What if my complaint is about a staff member or team leader?
You can go straight to a formal complaint at complaints@greentalist.org rather than raising it with that person first. The Board of Directors reviews it independently.
Will raising a complaint affect my place on the program?
No. Raising a complaint in good faith will never disadvantage you. Retaliation against anyone who reports a concern is not tolerated at Greentalist.
How long does the process take?
We acknowledge your complaint within 3 business days and respond in writing within 21 days. If we need more time, for example to involve a partner organization, we will tell you why and give an updated timeline.
Is there a deadline to submit a formal complaint?
Yes. Formal complaints must be submitted no later than 28 days from the end date of the program, or from the date the issue arose, whichever is later.
What if my concern is about the safety of a child or vulnerable adult?
Don't wait for this process. Report it immediately to any member of staff or directly to Greentalist Direction, who will act under the Safeguarding Policy.
Who sees my complaint?
Only the people who need the information to investigate and resolve it. We keep a confidential record of every formal complaint and its outcome.
Read the complete Greentalist Complaints Protocol
This page is a summary. The full document sets out every step, timeline, and principle in detail, and is the version provided with your application.
