NL
 

Mainline Complaint Procedure

Contact Details for Complaints:
Written complaints may be sent to Mainline by e-mail at info@mainline.nl. Verbal complaints may be made by phone to +31(0)206822660 or in person to any of Mainlines staff.

Receiving Complaints
Complaints may arrive through the designated email address or through any other contact details or opportunities the complainant may have, such as social media. Complaints received by telephone or in person need to be recorded in writing.

The person who receives a phone or in person complaint should:

  • Write down the facts of the complaint (nature of the complaint, frequency of its occurrence, time of incidence, people involved, impact)
  • Take the complainant’s name, address and telephone number
  • Note down the relationship of the complainant to Mainline, e.g. donor, (formal or informal) partner, work relation, etc.
  • Tell the complainant that we have a complaints procedure
  • Tell the complainant what will happen next and how long it will take
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words

Resolving Complaints
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. In any case, also when the complaint has been resolved by the staff member him/herself, the complaint information should be passed to the Mainline management within five business days.

On receiving the complaint, the designated manager records it in writing. If it has not already been resolved, management delegates an appropriate person to investigate the complaint and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within five working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached. Ideally complainants should receive a definitive reply within one month. If the investigation has not been fully completed by that time, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.


If the complainant feels that the problem has not been satisfactorily resolved, they can request that the complaint is reviewed at board level.

The Mainline board may investigate the facts of the case themselves or delegate a suitably senior person or board member to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint in first instance.

If the complaint relates to a specific person, this person should be informed and given a further opportunity to respond. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. The decision taken at this stage is final, unless the board decides it is appropriate to seek external assistance with conflict resolution/mediation.

All complaints are reported to the Mainline board. It is the board’s responsibility to ensure sound procedures have been followed. 

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