Complaints & Feedback Policy

Bangladesh Nature Foundation (BNF) is committed to transparency, accountability, responsible management, ethical conduct, community participation, and continuous improvement. We recognize that people and organizations who interact with BNF should have safe and appropriate ways to raise concerns, submit complaints, provide feedback, or suggest improvements. BNF values complaints and feedback as important sources of learning. A complaint may identify an actual or potential problem in our programs, conduct, services, decisions, communications, use of resources, treatment of stakeholders, or implementation of activities. Feedback may also help BNF understand what is working well and where improvements can be made. This Complaints & Feedback Policy establishes a clear framework for receiving, recording, assessing, responding to, and learning from complaints and feedback relating to BNF and its activities.

1. Purpose of the Policy

The purposes of this Policy are to:

  • Provide accessible channels for submitting complaints and feedback;
  • Ensure complaints are treated seriously, respectfully, and fairly;
  • Promote accountability to communities, beneficiaries, partners, donors, staff, volunteers, researchers, and other stakeholders;
  • Provide appropriate opportunities for concerns to be reviewed and addressed;
  • Support timely and proportionate responses;
  • Protect complainants and other relevant persons from retaliation;
  • Maintain confidentiality and protect personal information;
  • Identify recurring or systemic problems;
  • Strengthen organizational learning and improvement;
  • Support ethical, transparent, and responsible program implementation.

BNF considers a functioning complaints and feedback mechanism an important part of good organizational governance.

2. Scope

This Policy applies to complaints and feedback relating to BNF’s activities, operations, personnel, programs, projects, research, communications, partnerships, and other organizational activities. Complaints or feedback may concern:

  • Conservation programs;
  • Biodiversity and ecosystem management activities;
  • Climate change and resilience programs;
  • Coastal and community livelihood activities;
  • Community engagement;
  • Training and educational activities;
  • Research and publications;
  • Project implementation;
  • Staff or volunteer conduct;
  • Consultant or contractor conduct;
  • Partner-related activities undertaken on behalf of BNF;
  • Financial or administrative concerns;
  • Procurement-related concerns;
  • Conflicts of interest;
  • Fraud or suspected misuse of resources;
  • Discrimination or inappropriate conduct;
  • Safeguarding concerns;
  • Privacy or confidentiality concerns;
  • Accessibility barriers;
  • Environmental or social impacts;
  • Communication and information provided by BNF;
  • Website-related concerns;
  • Concerns about decisions or actions taken by BNF;
  • Any other matter that a stakeholder reasonably considers appropriate to raise.

3. Who Can Submit a Complaint or Feedback?

BNF welcomes complaints and feedback from anyone who has interacted with, been affected by, or has a legitimate interest in BNF’s activities. This may include:

  • Community members;
  • Project participants;
  • Beneficiaries;
  • Local residents;
  • Indigenous or local communities;
  • Women and youth;
  • Persons with disabilities;
  • Project partners;
  • Government representatives;
  • Donors and funding organizations;
  • Researchers and academics;
  • Students;
  • Consultants;
  • Contractors and suppliers;
  • Volunteers and interns;
  • Staff and former staff;
  • Journalists and media representatives;
  • Website visitors;
  • Research participants;
  • Members of the public;
  • Other stakeholders.

A person does not need to be a registered beneficiary or formal partner of BNF to raise a legitimate concern about an activity or conduct associated with BNF.

4. Principles of the Complaints Mechanism

BNF seeks to manage complaints and feedback according to the following principles.

4.1 Accessibility

BNF aims to provide reasonable opportunities for people to submit complaints and feedback regardless of their location, background, disability, literacy level, or relationship with the organization.

4.2 Respect

All complainants should be treated with dignity and respect.

4.3 Fairness

Complaints should be considered impartially and assessed based on available information and relevant evidence.

4.4 Confidentiality

Information relating to a complaint will be handled appropriately and shared only with persons who have a legitimate need to know, subject to applicable requirements.

4.5 Non-Retaliation

BNF does not support retaliation against a person who raises a complaint or provides information in good faith.

4.6 Timeliness

BNF aims to acknowledge, assess, and respond to complaints within reasonable timeframes appropriate to their nature and complexity.

4.7 Proportionality

The response and investigation process should be proportionate to the seriousness and complexity of the issue.

4.8 Independence and Impartiality

Where appropriate, persons with a conflict of interest or direct involvement in the matter should not be responsible for determining the outcome of a complaint.

4.9 Learning and Improvement

Complaints and feedback should be used, where appropriate, to identify lessons and improve organizational systems and programs.

4.10 Protection

Complaints involving safeguarding, personal safety, vulnerable persons, fraud, serious misconduct, or other sensitive matters should receive appropriate additional protection and escalation.

5. What Can Be Reported?

BNF welcomes complaints concerning actual, suspected, or potential problems associated with its work. Examples include:

Program and Project Concerns

  • Failure to implement an approved activity;
  • Poor-quality service or project implementation;
  • Inadequate community consultation;
  • Failure to consider stakeholder concerns;
  • Unintended negative project impacts;
  • Inappropriate project decisions;
  • Concerns about project commitments.

Staff and Representative Conduct

  • Unprofessional behavior;
  • Abuse of authority;
  • Harassment;
  • Discrimination;
  • Misrepresentation;
  • Breach of organizational policies;
  • Failure to treat stakeholders respectfully.

Financial and Resource Concerns

  • Suspected fraud;
  • Misuse of funds;
  • Financial irregularities;
  • Unauthorized use of organizational resources;
  • Conflicts of interest;
  • Concerns about procurement or purchasing practices.

Environmental and Social Concerns

  • Environmental harm associated with an activity;
  • Failure to follow agreed environmental safeguards;
  • Unintended effects on local communities;
  • Concerns relating to natural-resource use;
  • Concerns relating to biodiversity or sensitive habitats.

Research and Publication Concerns

  • Research integrity concerns;
  • Misrepresentation of research findings;
  • Authorship concerns;
  • Plagiarism allegations;
  • Data integrity concerns;
  • Ethical concerns involving research activities;
  • Improper use of research materials.

Safeguarding Concerns

Concerns involving children, vulnerable persons, abuse, exploitation, harassment, sexual misconduct, or other safeguarding matters should be reported through the appropriate BNF safeguarding mechanism where available. Where a complainant is unsure which mechanism to use, BNF may assist in directing the concern to the appropriate process.

6. Feedback

Not every communication is a complaint. BNF also welcomes positive, neutral, and constructive feedback, including:

  • Suggestions for improving programs;
  • Recommendations from communities;
  • Suggestions concerning website accessibility;
  • Feedback on training or workshops;
  • Suggestions regarding research dissemination;
  • Feedback about communication;
  • Ideas for improving community participation;
  • Positive experiences;
  • Suggestions for new activities;
  • Recommendations from partners and stakeholders.

Feedback may be used to improve BNF’s programs, services, communication, policies, and organizational practices.

7. How to Submit a Complaint or Feedback

Complaints and feedback may be submitted through appropriate communication channels made available by BNF. These may include:

  • Email;
  • Written correspondence;
  • In-person communication;
  • Project or field-level reporting channels;
  • Community meetings;
  • Feedback forms;
  • Website contact mechanisms;
  • Other communication channels established for a particular project.

BNF Head Office: Sayman Road, Cox’s Bazar-4700, Bangladesh

Website: https://bdnature.org/

Where BNF publishes a dedicated complaints email address or online complaints form, stakeholders are encouraged to use that channel.

8. Information to Include

A complainant is encouraged to provide sufficient information to help BNF understand and assess the concern. Where possible, a complaint may include:

  • Name of the complainant, if the person wishes to identify themselves;
  • Contact information, if a response is requested;
  • Description of the concern;
  • Date and location of the incident or activity;
  • Names or roles of relevant persons, if known;
  • Project or program concerned;
  • Supporting documents or evidence, where available;
  • Description of any impact or harm;
  • Steps already taken to address the issue;
  • Preferred method of communication;
  • Requested outcome, if applicable.

A person should not delay reporting simply because they do not have complete information.

9. Anonymous Complaints

BNF may accept anonymous complaints where the complainant does not wish to disclose their identity. Anonymous reporting can be important where a person is concerned about:

  • Retaliation;
  • Personal safety;
  • Social pressure;
  • Employment consequences;
  • Community relationships;
  • Stigma;
  • Other legitimate concerns.

However, anonymity may limit BNF’s ability to seek clarification, conduct a complete investigation, or provide a response. BNF will consider anonymous complaints based on the information available and the seriousness of the matter.

10. Complaints Made on Behalf of Another Person

A person may, where appropriate, submit a complaint on behalf of another individual or group.

Where a complaint involves personal information or sensitive circumstances, BNF may need to consider:

  • Consent;
  • Privacy;
  • Safeguarding;
  • Confidentiality;
  • The interests and safety of the affected person.

BNF may contact the affected person directly where appropriate and safe to do so.

11. Accessibility of the Complaints Mechanism

BNF seeks to ensure that its complaints and feedback mechanisms are accessible to diverse stakeholders. Where reasonably practicable, BNF may provide reasonable assistance to people who experience barriers related to:

  • Disability;
  • Literacy;
  • Language;
  • Digital access;
  • Geographic location;
  • Communication difficulties.

A complainant may request an alternative communication method where the available mechanism creates an accessibility barrier. Complaints relating specifically to website accessibility may also be submitted through BNF’s general contact channels.

12. Receipt and Acknowledgement

Where contact information is provided, BNF will seek to acknowledge receipt of a complaint within a reasonable period. The acknowledgement may:

  • Confirm receipt;
  • Explain the general next steps;
  • Identify the person or function responsible for initial review;
  • Request additional information if necessary;
  • Explain expected timelines where reasonably possible.

An acknowledgement does not mean that BNF has accepted the allegations or reached a conclusion.

13. Initial Assessment

After receiving a complaint, BNF may conduct an initial assessment to determine:

  • What the complaint concerns;
  • Whether it falls within BNF’s responsibility;
  • The seriousness of the issue;
  • Whether immediate action is required;
  • Whether safeguarding procedures are triggered;
  • Whether there are potential legal or regulatory concerns;
  • Whether there is a conflict of interest;
  • Whether another mechanism or authority should handle the matter;
  • What level of review or investigation may be appropriate.

The initial assessment may involve requesting clarification from the complainant or reviewing available organizational records.

14. Urgent and High-Risk Complaints

Some complaints may require immediate attention. These may include concerns involving:

  • Immediate threats to personal safety;
  • Abuse or exploitation;
  • Child safeguarding;
  • Sexual misconduct;
  • Serious harassment;
  • Serious fraud;
  • Significant financial irregularities;
  • Serious environmental harm;
  • Major community impacts;
  • Threats or violence;
  • Serious breaches of confidentiality or personal data.

BNF may prioritize such matters and take interim measures where reasonably necessary to protect people, communities, organizational resources, information, or the environment. Where appropriate, BNF may refer matters to competent authorities or specialized mechanisms.

15. Investigation and Review

Depending on the nature of the complaint, BNF may conduct an internal review or investigation. This may include:

  • Reviewing documents;
  • Examining project records;
  • Interviewing relevant persons;
  • Reviewing financial information;
  • Consulting project personnel;
  • Consulting technical experts;
  • Reviewing communications;
  • Examining relevant policies;
  • Visiting relevant project locations where appropriate;
  • Seeking information from partners or other stakeholders.

The investigation process will be proportionate to the nature and seriousness of the concern.

Not every complaint will require a formal investigation.

16. Impartiality and Conflicts of Interest

BNF seeks to ensure that complaints are handled impartially. A person should not ordinarily lead or make a determination concerning a complaint where that person:

  • Is the subject of the complaint;
  • Has a direct personal interest in the outcome;
  • Has a significant conflict of interest;
  • Was directly responsible for the disputed decision or action in circumstances that could compromise impartiality.

Where necessary, BNF may assign another appropriate person or committee to review the matter.

17. Confidentiality

BNF will seek to protect the confidentiality of complaints and related information. Information may be shared when reasonably necessary for:

  • Investigating the complaint;
  • Protecting a person;
  • Implementing corrective action;
  • Obtaining professional advice;
  • Meeting legal or regulatory obligations;
  • Meeting donor or contractual requirements;
  • Reporting serious misconduct;
  • Preventing further harm.

BNF cannot guarantee absolute confidentiality in circumstances where disclosure is required or necessary to protect safety or comply with applicable obligations.

18. Protection Against Retaliation

BNF expects staff, representatives, partners, and other relevant persons to respect individuals who raise concerns in good faith. Retaliation may include actions intended to punish, intimidate, threaten, disadvantage, or otherwise harm a person because they:

  • Submitted a complaint;
  • Provided information;
  • Participated in an investigation;
  • Supported another complainant;
  • Reported suspected misconduct.

BNF does not support retaliation and may take appropriate action when credible concerns about retaliation are identified. Where a complainant believes they have experienced retaliation after submitting a complaint, they should report this as soon as reasonably possible.

19. Protection of Complainants and Vulnerable Persons

Additional care may be required when complaints involve:

  • Children;
  • Persons with disabilities;
  • Women or vulnerable persons;
  • Disadvantaged communities;
  • Survivors of abuse;
  • Persons facing social or economic vulnerability;
  • Individuals who may face retaliation.

BNF may adapt its communication and review process to reduce unnecessary risk, protect confidentiality, and respect the wishes and safety of affected persons.

20. Complaints Involving BNF Staff

Where a complaint concerns a BNF staff member, the matter may be referred to the appropriate management authority for review. Depending on the seriousness and nature of the allegation, BNF may:

  • Seek information from the staff member;
  • Review relevant records;
  • Take interim management measures;
  • Conduct an internal investigation;
  • Refer the matter to another competent authority or mechanism;
  • Apply appropriate organizational action where allegations are substantiated.

A complaint does not automatically establish wrongdoing.

21. Complaints Involving Senior Management or Governance Members

Where a complaint concerns a senior management person, Executive Committee member, or another person with significant organizational authority, BNF should seek to ensure that the complaint is not determined solely by the person who is the subject of the complaint. Where appropriate, the matter may be referred to an appropriate governance-level authority or an independent person with no conflict of interest. Serious matters may also be referred to relevant external authorities where appropriate.

22. Complaints Involving Partners or Contractors

BNF may work with government bodies, universities, research institutions, NGOs, private-sector organizations, consultants, contractors, community organizations, and other partners. Where a complaint concerns a partner or contractor acting in connection with a BNF-supported activity, BNF may:

  • Review the circumstances;
  • Consult the relevant partner;
  • Review contractual or project requirements;
  • Require corrective action where appropriate;
  • Refer the issue to the responsible partner’s complaints mechanism;
  • Suspend or modify relevant activities where justified;
  • Consider termination or other contractual measures where appropriate.

Where BNF does not control the relevant third party, the complainant may also be directed to the appropriate external complaints mechanism.

23. Environmental and Social Complaints

BNF recognizes that conservation and development activities can affect communities and natural resources. Complaints may concern:

  • Access to natural resources;
  • Livelihood impacts;
  • Community participation;
  • Land or resource-use concerns;
  • Environmental impacts;
  • Biodiversity impacts;
  • Community health and safety;
  • Project-related disturbances;
  • Unequal participation;
  • Unintended social consequences.

BNF aims to assess such concerns in the context of the relevant project, environmental conditions, stakeholder commitments, applicable safeguards, and available evidence.

24. Research and Publication Complaints

Complaints concerning research, publications, authorship, data, peer review, or research ethics should be handled according to the relevant BNF research and publication policies. Where appropriate, BNF may:

  • Review research records;
  • Seek clarification from researchers;
  • Consult independent experts;
  • Review publication records;
  • Correct information;
  • Issue an appropriate clarification;
  • Refer the matter to the relevant research institution, journal, publisher, or competent authority.

Research-related complaints should be supported by sufficient information where possible.

25. Website and Digital Complaints

Visitors may submit complaints or feedback concerning:

  • Website accessibility;
  • Incorrect information;
  • Broken links;
  • Privacy concerns;
  • Website security concerns;
  • Copyright concerns;
  • Inappropriate content;
  • Digital forms;
  • Online communications.

BNF may direct specialized concerns to the responsible organizational function or service provider. Website complaints should be considered together with BNF’s Privacy Policy, Terms of Use, Accessibility Statement, Cookie Policy, Disclaimer, and Copyright & Intellectual Property Policy where relevant.

26. Financial and Fraud-Related Complaints

BNF takes allegations involving fraud, corruption, financial misconduct, bribery, theft, misuse of funds, or deliberate financial misrepresentation seriously. Such complaints may be referred for appropriate financial or management review and, where warranted, may be escalated to relevant authorities, donors, auditors, or other authorized bodies in accordance with applicable requirements. Complaints involving financial misconduct should be reported with as much factual information and supporting evidence as reasonably available. Where a matter falls within the scope of BNF’s Whistleblower or Anti-Fraud and Anti-Corruption Policy, those mechanisms may apply.

27. Complaint Outcomes

Depending on the circumstances, the outcome of a complaint may include:

  • No further action where the concern is unsupported;
  • Clarification of information;
  • Correction of an error;
  • Additional communication;
  • Apology where appropriate;
  • Change to a process or procedure;
  • Additional training;
  • Corrective action;
  • Program modification;
  • Additional monitoring;
  • Recovery or correction of resources;
  • Referral to another organization or authority;
  • Disciplinary or contractual action where appropriate;
  • Other reasonable remedial measures.

The appropriate outcome depends on the facts and circumstances of each matter.

28. Communicating the Outcome

Where a complainant has provided contact information, BNF will seek to communicate the outcome or status of the complaint where reasonably possible. The response may explain:

  • Whether the complaint was reviewed;
  • The general findings;
  • Whether action has been taken;
  • Whether additional action is planned;
  • Any relevant next steps.

BNF may be unable to disclose certain details because of:

  • Privacy;
  • Confidentiality;
  • Safeguarding;
  • Employment considerations;
  • Legal requirements;
  • Third-party rights;
  • Research confidentiality;
  • Security concerns.

29. Appeals and Requests for Review

Where a complainant reasonably believes that a complaint has not been appropriately considered, they may request a review of the process or outcome where such a review is appropriate. A request for review should normally explain:

  • Why the complainant believes the matter was not adequately considered;
  • Any significant new information;
  • Any procedural concern;
  • The outcome being challenged.

A review may be assigned to a person or authority who was not directly responsible for the original assessment, where reasonably practicable. Not every complaint will have an unlimited appeal process.

30. External Reporting

Nothing in this Policy prevents an individual from contacting an appropriate government authority, regulator, law-enforcement body, donor, professional institution, or other competent organization where they are entitled or required to do so. BNF may also refer matters externally where appropriate, particularly where there are concerns involving:

  • Criminal conduct;
  • Serious safeguarding risks;
  • Regulatory violations;
  • Significant financial misconduct;
  • Serious environmental harm;
  • Threats to public safety;
  • Other matters requiring competent external intervention.

31. Malicious or Abusive Complaints

BNF welcomes good-faith complaints, including complaints that are ultimately found not to be substantiated. However, knowingly false allegations, deliberate fabrication of evidence, threats, harassment, or abusive use of the complaints mechanism may be addressed appropriately. A complaint should not be considered malicious merely because:

  • It is difficult to investigate;
  • It is anonymous;
  • It is ultimately unsubstantiated;
  • BNF disagrees with the complainant’s requested outcome;
  • The complainant misunderstands a policy or decision.

BNF seeks to distinguish genuine concerns from deliberately abusive or dishonest conduct.

32. Complaints and Freedom to Participate

No person should be prevented from raising a legitimate concern simply because they:

  • Receive services from BNF;
  • Participate in a BNF project;
  • Are a beneficiary;
  • Are a community member;
  • Are a partner;
  • Are a volunteer;
  • Are a staff member;
  • Have previously submitted a complaint.

BNF seeks to ensure that complaints do not unnecessarily undermine legitimate participation in organizational or project activities.

33. Record Keeping

BNF may maintain appropriate records of complaints and feedback for purposes including:

  • Monitoring;
  • Investigation;
  • Accountability;
  • Organizational learning;
  • Audit;
  • Donor reporting;
  • Legal or regulatory compliance;
  • Identification of recurring issues;
  • Program improvement.

Records should be handled securely and in accordance with BNF’s Privacy Policy, data protection practices, confidentiality requirements, and applicable retention procedures.

34. Data Protection and Privacy

Complaints may contain personal, confidential, or sensitive information. BNF will seek to process such information responsibly and limit access to persons with a legitimate need to know. Personal information may be used for purposes including:

  • Contacting the complainant;
  • Assessing the complaint;
  • Conducting an investigation;
  • Protecting individuals;
  • Implementing corrective action;
  • Meeting legal, regulatory, donor, or contractual requirements.

Further information concerning the handling of personal information is provided in the BNF Privacy Policy.

35. Learning From Complaints and Feedback

BNF views complaints and feedback as opportunities for organizational learning. Where appropriate, BNF may analyze complaints to identify:

  • Repeated problems;
  • Systemic weaknesses;
  • Training needs;
  • Communication gaps;
  • Community concerns;
  • Program implementation problems;
  • Policy weaknesses;
  • Accessibility barriers;
  • Emerging risks.

Lessons learned may be incorporated into future planning, staff development, project design, monitoring, and organizational policies.

36. Reporting and Governance Oversight

Significant complaints and relevant trends may be reported through appropriate management or governance channels. Depending on the nature of the matter, reporting may involve:

  • Executive Director;
  • Senior management;
  • Executive Committee;
  • General Committee;
  • Project management;
  • Finance or audit functions;
  • Safeguarding personnel;
  • Relevant technical personnel;
  • Donors or funding organizations;
  • Government or regulatory authorities.

Information should be reported in a manner that respects confidentiality and privacy.

37. Donor and Regulatory Requirements

Where BNF activities are funded or regulated under specific contractual, donor, governmental, or institutional requirements, complaints may also need to be handled according to those requirements. BNF may therefore establish project-specific complaints mechanisms where required by:

  • Donors;
  • Government authorities;
  • Project agreements;
  • Institutional partners;
  • Research institutions;
  • Applicable standards.

Where a project-specific mechanism provides an additional avenue for complaints, stakeholders may use that mechanism in addition to BNF’s general complaints process.

38. Community-Level Feedback Mechanisms

For field-based projects, BNF may establish locally appropriate mechanisms for receiving community feedback. Depending on the project, these may include:

  • Community meetings;
  • Participatory consultations;
  • Project focal persons;
  • Suggestion or feedback mechanisms;
  • Field visits;
  • Community representatives;
  • Training sessions;
  • Stakeholder meetings.

Community-level mechanisms should be designed with consideration for local context, accessibility, confidentiality, gender, safety, cultural considerations, and the needs of vulnerable groups.

39. No Cost to Submit a Complaint

BNF does not intend to charge a fee merely for submitting a complaint or providing feedback through its established mechanisms. However, BNF cannot necessarily control costs incurred by a complainant when using external communication services, transportation, postal services, internet access, or third-party platforms. Where reasonably practicable, BNF may consider alternative communication methods for stakeholders who face significant access barriers.

40. Responsibilities

40.1 Executive Committee

The Executive Committee provides governance oversight and may review significant organizational complaints and matters requiring governance-level attention.

40.2 Executive Director

The Executive Director or authorized senior management personnel may coordinate the implementation of this Policy, ensure appropriate escalation, and oversee organizational responses.

40.3 Project and Program Personnel

Project and program personnel are responsible for receiving and appropriately escalating complaints arising within their areas of responsibility.

40.4 Finance and Administrative Personnel

Relevant personnel should appropriately address financial, administrative, procurement, and resource-related complaints and escalate serious concerns.

40.5 All Staff, Volunteers, Consultants, and Representatives

Everyone acting on behalf of BNF is expected to:

  • Treat complainants respectfully;
  • Avoid retaliation;
  • Protect confidentiality;
  • Report serious concerns appropriately;
  • Cooperate with legitimate reviews;
  • Avoid conflicts of interest;
  • Follow relevant BNF policies.

41. Management of Complaints Received Through Social Media

BNF may receive complaints through social media or other public communication platforms. Where a complaint contains personal, confidential, safeguarding, or sensitive information, BNF may request that the matter be transferred to a more appropriate private communication channel. Public comments may not provide sufficient information for a proper investigation. BNF may respond publicly only to the extent appropriate and may avoid disclosing confidential information.

42. Feedback That Does Not Require Formal Investigation

Some communications may be resolved through routine clarification or service improvement without a formal investigation. Examples may include:

  • Requests for information;
  • Minor website errors;
  • Requests for clarification;
  • Suggestions about communication;
  • Routine service feedback;
  • General recommendations.

BNF may respond directly without treating every communication as a formal complaint.

43. Communication With Complainants

BNF aims to communicate with complainants in a respectful, clear, and understandable manner. Where appropriate, BNF may:

  • Explain the process;
  • Request additional information;
  • Provide progress updates;
  • Explain delays;
  • Clarify decisions;
  • Explain available review mechanisms.

BNF will seek to avoid unnecessary technical or organizational language when communicating with community members and members of the public.

44. Timeframes

BNF aims to manage complaints within reasonable timeframes. The timeframe may depend on:

  • Seriousness of the complaint;
  • Complexity;
  • Number of persons involved;
  • Availability of evidence;
  • Need for field verification;
  • Need for specialist expertise;
  • Safeguarding considerations;
  • External referrals;
  • Confidentiality requirements.

Where an investigation is likely to take significant time, BNF may provide an appropriate progress update where contact information is available.

45. No Presumption of Guilt

The submission of a complaint does not establish that an allegation is true. BNF will seek to distinguish between:

  • Allegations;
  • Evidence;
  • Findings;
  • Opinions;
  • Confirmed information;
  • Unresolved concerns.

Persons who are the subject of complaints should also be treated fairly and given appropriate opportunity to respond, subject to safeguarding, confidentiality, and investigative requirements.

46. Relationship With Other BNF Policies

This Policy should be read together with relevant BNF policies and procedures, including:

  • Privacy Policy;
  • Terms of Use;
  • Accessibility Statement;
  • Website Disclaimer;
  • Cookie Policy;
  • Copyright & Intellectual Property Policy;
  • Safeguarding Policy;
  • Code of Conduct;
  • Anti-Fraud and Anti-Corruption Policy;
  • Whistleblower Policy;
  • Conflict of Interest Policy;
  • Gender Equality and Non-Discrimination Policy;
  • Environmental and Social Safeguards Policy;
  • Research Ethics and Integrity Policies.

Certain complaints may be handled primarily under another specialized policy while remaining subject to the general principles of accountability, fairness, confidentiality, and non-retaliation established in this Policy.

47. Policy Review

BNF will periodically review this Complaints & Feedback Policy to ensure that it remains appropriate for the organization’s activities and stakeholder needs. The Policy may be updated based on:

  • Organizational experience;
  • Stakeholder feedback;
  • Lessons learned;
  • Project requirements;
  • Donor requirements;
  • Governance decisions;
  • Changes in applicable standards;
  • Changes in BNF’s programs or organizational structure.

The latest version should be published on the BNF website where appropriate.

48. Contact for Complaints and Feedback

Stakeholders wishing to submit a complaint or provide feedback may contact Bangladesh Nature Foundation through its available official communication channels.

Bangladesh Nature Foundation (BNF)

Head Office: Sayman Road, Cox’s Bazar-4700, Bangladesh

Website: https://bdnature.org/

For confidential or sensitive matters, complainants should use the designated confidential reporting channel where BNF has established one. When submitting a complaint, individuals should avoid including unnecessary personal or sensitive information.

49. Our Commitment

Bangladesh Nature Foundation recognizes that accountability is strengthened when people can safely express concerns, question decisions, report problems, and provide constructive feedback. BNF is committed to maintaining a complaints and feedback mechanism that is:

Accessible, respectful, fair, confidential, proportionate, responsive, and focused on learning and improvement.

We encourage communities, beneficiaries, staff, partners, researchers, donors, government stakeholders, and members of the public to communicate their concerns and suggestions. BNF will use appropriate complaints and feedback to strengthen its governance, improve project implementation, protect people and communities, support environmental responsibility, improve research and communication practices, and maintain public and stakeholder trust.

Bangladesh Nature Foundation (BNF)

Listening to stakeholders, responding responsibly, and learning for continuous improvement.