Complaints Policy

The Space Value Foundation (SVF) is committed to providing high quality services and programmes to all its clients, members, learners, and stakeholders. As such, we are always ready and open to address any and all complaints. Our policy aims to provide an easy, accessible, and transparent process through which mistakes and errors can be identified, addressed, and rectified. 

1.0 Aim:

The aim of this policy is to ensure that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant’s satisfaction.

2.0 Initiating a Complaint

A complaint against a decision/action/treatment/programme/service is taken seriously by SVF. 

In order to attempt a quick resolution to the complaint, complainants should, in the first instance, speak to the relevant person or manager at SVF. If this is not possible, they should submit a formal complaint using the form at the bottom of this policy. 

3.0 Complaint Response Process

Our complaints process is transparent and SVF is committed to a consistent and reliable process that addresses the needs and concerns of our clients, members, customers, and students, and always improves the quality of our services and programmes.

4.0 Submit a Complaint

Submitting a complaint is simple and easy and can be done using the complaint form at the bottom of this page. All complaints are received directly by the SVF management and board, and they are processed within 48 hours. 

A member of staff will contact the complainant and schedule relevant consultations in order to address the issue within 72 hours.

5.0 Addressing a Complaint Procedure

5.1 Stage One:

Where possible, the complaint and the issue should be settled informally. If this is not possible then stage two of the process will be implemented.

5.2 Stage Two: 

In the event that a mutually agreeable resolution is not reached the complaint is forwarded to the board’s complaints committee. The SVF board will investigate and hold a meeting with all the relevant parties within 7 working days. 

The complaint will be addressed and relevant changes and actions will be recommended to the management and staff of SVF, which will be acted upon within 7 days.

5.3 Stage Three: 

If the complaint has not been addressed at stage 2, the SVF board will appoint a special task force made up of board members and staff that will address the complaint and establish a mutually satisfactory resolution within 14 days. During all stages of the complaint process, the same below form can be used to follow up on progress.

6.0 Monitoring and Review

The Complaints procedure at SVF is monitored by the Board and its Quality and Compliance Committee and is reviewed annually.