Feedback & Complaints
Who is this for?
This page is for anyone who has feedback about our work or a complaint about how we operate – including members of the public, programme participants, partners, and volunteers. It also explains where to go if your concern is more serious, such as fraud, harassment, or abuse.
Feedback
Feedback is any comment or observation about our programmes, activities, grants, cultural initiatives, and the ways we work with communities and partners – whether positive or critical. We welcome it and use it to improve. You can share feedback through any of the channels listed below.
Complaints
A complaint is any expression of dissatisfaction about how we operate. This may include concerns about:
• How we implement projects or activities.
• How we select beneficiaries or participants.
• How we engage with partners, artists, facilitators, consultants, service providers, and collaborating organisations.
• How we communicate with stakeholders.
Serious Concerns
We maintain a strict zero-tolerance policy on corruption, harassment, abuse, and exploitation. If your concern involves any of the following, it will be referred to a dedicated investigation process and not handled as a routine complaint:
| Your concern involves... | What happens |
| Corruption, fraud, or misuse of funds | Referred to our Corruption Policy process |
| Abuse, harassment, or exploitation | Referred to our Safeguarding Policy process |
| Child protection | Referred to our Child Protection Policy process |
| Wrongdoing by a staff member or leader | Referred to our Whistleblowing Policy process |
All of these concerns are taken seriously, investigated confidentially, and governed by dedicated policies. You will be informed of the referral and given guidance on next steps. Copies of our policies are available on https://qattanfoundation.org/en/policies.
How to Reach Us
You can contact us through any of the following channels:
1. Feedback and complaints box: located in the main lobby of our Cultural Centre in Ramallah. (Note: the Gaza Centre is not currently operational in its usual capacity.)
2. Email: feedback@qattanfoundation.org
3. Online form: available at www.qattanfoundation.org/en/feedback-and-complaints
4. Phone: +970 2 296 0544 – follow the operator's instructions to record your message and contact details.
You may contact us anonymously. Please note that anonymous reports limit our ability to follow up with you directly.
What Happens Next
– We will acknowledge your complaint or feedback within 5 working days.
– For straightforward matters, we aim to respond fully within 7 working days.
– For more complex matters, we will provide a full response or a progress update within 15 working days and keep you informed until the matter is closed.
– If your concern involves a serious incident, it will be referred to the appropriate process, and you will be informed of the outcome.
In circumstances of significant operational disruption – including conflict or force majeure – response times may be extended. We will notify you of any delay.
Confidentiality
All complaints and feedback are handled in strict confidence. Your identity will not be disclosed to the subject of a complaint without your consent, unless required by law. We guarantee that no one will face retaliation for raising a concern in good faith.
Right to Appeal
If you are unsatisfied with our response to your complaint, you have the right to appeal. Write to the Chair of the Board of Trustees at the Foundation's registered address within 30 days of receiving our final decision. You will receive a final decision within 20 working days.
Our Commitment
Integrity and transparency are core to how we work. All complaints and feedback received are reviewed annually at Board level. We use this process to identify patterns, strengthen our operations, and remain accountable to the communities we serve.