Tell us we got it wrong.
We report what actually happened, including the parts that did not work. A complaint from the people we serve is the most direct way we find out that something needs changing.
info@badef.org
Anything we did, or failed to do.
Accountability to the communities we serve comes first, and that is only real if it is possible to tell us we got something wrong. A complaint is not a favour to us. It is how we find out.
How we treated you
Rudeness, unfairness, discrimination, or a promise we made and did not keep, by anyone working for or with BADEF.
A programme decision
Who was selected for support and who was not, how a distribution was run, or how a project was closed.
The quality of our work
A borehole that failed, training that did not deliver what was described, or support that arrived too late to help.
How we spent money
Concerns about the use of programme funds, procurement, or anything you were asked to pay for that should have been free.
If your complaint concerns harm to a child or an adult at risk, or the conduct of someone working for us, use our safeguarding route instead. It is the same people, but it is treated differently.
Four ways, whichever is easiest.
By email
Write to info@badef.org. Put the word Complaint in the subject line so it is recognised straight away.
Through the form
Use our contact form and choose Safeguarding or complaint as the subject. Say so in the first line of the message as well.
By phone
Somalia: +252 61 5888383 or +252 1 201132.
Kenya: +254 703 808 080.
On WhatsApp
+254 703 808 080. Useful if you are somewhere that email is difficult to reach.
You do not need to prove anything before you tell us. Report the complaint and let us look into it.
You can take it further.
If you have raised something with us and you are not satisfied with how it was handled, you are not out of options.
- Ask for it to be looked at again. Say that you are unhappy with the response and why. Send it to the same address and it will be picked up.
- Go to the funder. Much of our work is funded by institutions with their own complaints channels, and you can use those directly. Our funders are listed on the partners page.
- Go to the authorities. Nothing on this page prevents you from reporting a matter to the police or to any other body with jurisdiction, and you do not need our agreement to do so.
Raising a complaint will not affect whether you or your household receive support from us. If anyone suggests otherwise, that is itself something to report.