Complaints and Feedback

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We are committed to the highest ethical, quality, and professional standards. While we strive for excellence, we recognize that challenges may arise. That is why we have established a clear system for complaints and feedback to uphold our values and strengthen the integrity of our work.

Adroit Associates welcomes complaints and feedback from our target communities, clients, staff, field teams, partner organizations, and all stakeholders engaged with our work. We are committed to transparency, accountability, and continuous improvement — which is why we are keen to hear from you.

Our Commitment

  • Safeguarding Priority: We take safeguarding violations (including child protection, sexual exploitation, abuse, or harassment) with the utmost seriousness. Such concerns must be reported immediately to our Safeguarding Focal Point at email hidden; JavaScript is required.
  • Confidentiality: All complaints are handled confidentially, fairly, and sensitively.
  • Timeliness: We acknowledge complaints within 3 working days and aim to resolve most issues within 30 working days (complex cases may take longer).

How to Submit a Complaint or Feedback

All submissions are 100% confidential with the Ethics & Compliance Officer and any identity information disclosed is strictly protected.

  • Email Us Your Feedback: email hidden; JavaScript is required
  • Email Us Your Complaint: email hidden; JavaScript is required
  • Anonymous Online Form: Complaints and feedback can also be submitted through the online portal below.

Note: Anonymous submissions are accepted via online portal. However, providing your contact details helps us keep you updated and resolve your issue more effectively.

Complaint and Feedback Form

Contact Details (Optional)

While we respect your right to remain anonymous, please note that providing contact details enables us to conduct a thorough investigation. Without your contact information, we may be unable to request additional details, share updates, or communicate the final outcome of your complaint.

What type of issue are you reporting? 
Date of incident (if known)

The complaint summary should clearly outline the allegations, identify all involved parties by name and position, and include relevant contextual details such as dates, locations, and witness information.

Have you reported this issue elsewhere? 
Would you prefer to be anonymous (not share your name)? 
Contact Details
Your Relationship to Adroit Associates 
Feedback Details
Please select the category that best describes your feedback 

Please be as specific as possible. For example, mention the project name, location, or specific team/ service your feedback relates to.

You may attach any supporting documents, photos, or other files relevant to your feedback.

Acknowledgment
I acknowledge that I have read and understood the Complaint section of the Complaint and Feedback Handling Policy. 
Do you understand that all complaints will be handled in line with Adroit's Data Protection Policy, and that aggregate complaint trends (without personal identifiers) may be shared in public reports? 

Appeals Process

If dissatisfied with a complaint outcome, you may appeal within 10 days by emailing email hidden; JavaScript is required with ​“APPEAL” in the subject line. Grounds for appeal include procedural errors, new evidence, or disproportionate resolutions.