Complaints Policy & Procedure

Last Updated: June 2025

Purpose

Feedback from members of staff, beneficiaries, associates and the public is important in helping HIAP to continuously improve. Complaints may be received by any member of staff and submitted in different ways. You can also submit a complaint by email to feedback@hiap.fi

Process

Stage 1 – Recording the complaint

This complaint form will be completed with the complainant details and details of the problem.

Stage 2 – Dealing with the complaint

The complaint will be reviewed by the Director. Depending on the nature of the complaint, the Director may also include the Chair and Vice Chair of the Board in the review of the complaint and agreeing appropriate actions.

If your complaint concerns the Director, you can address the complaint to the Chair of the Board.

Stage 3 – Reporting complaints

The complainant will be contacted with details of the actions and any resolutions. Complaints can be submitted anonymously, but in this instance the complainant will not receive a response.

The process should be concluded within two weeks. If the complaint is complex and cannot be dealt with within this time scale, the complainant will be updated every additional week on the progression of the complaint.

Resolutions and Actions

Most complaints can be resolved quickly and informally through informal discussion and we encourage individuals to directly address issues or challenges with one another where possible before initiating a formal complaint.

If you are unsatisfied with the actions and resolutions shared in response to your complaint, you can appeal by submitting the complaint for a second time. Complaints submitted for a second time will be reviewed and then addressed by a new member of the HIAP team and / or board.

Following completion of this second investigation, no further appeal can be made.