Global Action Plan is committed to providing a good quality service to all beneficiaries and clients. We recognise however, that we sometimes get things wrong or make mistakes. To deal with this we have a complaints procedure.

Our promise to you
Your complaint will be acknowledged immediately and you will be given the timescale for our full reply. All complaints will be thoroughly investigated and you will be sent a full written response normally within 20 working days of your complaint being received. If, however, we are unable to send a final response within that timescale, we will send you an interim reply telling you why and when you may expect to know the outcome.

What to do if you have a complaint: Stage One
If you have a complaint about our service, you can tell us by telephone, in writing, by e-mail or by fax. Initially please make your complaint to the person dealing with your application or enquiry. If this member of staff cannot deal with your complaint to your satisfaction, they will refer the complaint directly to their line manager.

What to do if you have a complaint: Stage Two
If you remain dissatisfied, or if you are unsure whom you should contact, you may write, fax or email Global Action Plan’s Director, Trewin Restorick, at:

Global Action Plan
8 Fulwood Place
London WC1V 6HG
Fax: 020 7405 5633
Email: all@globalactionplan.org.uk

What to do if you have a complaint: Stage Three
If, following the Director's reply, you remain dissatisfied, we shall pass your complaint to our Board. Global Action Plan is a registered charity and as such is managed by a Board of Trustees. All materials relating to your complaint and to the Director's investigation will be sent to the Chair of the Board (contact details will be provided for you). The Chair will let you know within seven working days that they have received your complaint and tell you when to expect a full response from them.