Complaints Resolution Policy

This policy outlines a structured approach to addressing and resolving complaints within our organisation. We believe in open communication, fairness, and continuous improvement. Resolving concerns promptly and effectively is essential to maintaining a positive and constructive working environment.

Stages of Complaints Resolution

Initiate a conversation with the person involved to resolve the issue informally and amicably.

If the concern persists, involve the project coordinator or key educator. They will document the issue using our official Complaints Form, ensuring a systematic approach to resolution.

Should resolution be elusive at the previous stage, escalate the matter to the management for a comprehensive review and conflict resolution meeting. Outcomes and lessons will be documented and shared anonymously to foster organisational learning.

Contact information:

Amal Abbass

[email protected]

If the issue remains unresolved, present the matter to the supervisory board for further examination and decision-making.

Contact information:

Daniel Wamara

[email protected]

 If the complaint involves the management or supervisory board, it can initially be addressed with other board members. If resolution is not achieved, the matter will be forwarded to external mediators.

If resolution is still not achieved, we will consult external mediators. A mediation process will be offered to facilitate resolution, with the outcomes documented and implemented to prevent future occurrences.

This Complaints Resolution Policy is designed to ensure a fair, transparent, and efficient process for addressing concerns within our organisation. We are committed to learning from each situation and continuously improving our processes to create a positive and productive work environment.

We take your concerns seriously and value your feedback.

Safer Space Policy e.V. creates a respectful, understanding and kind space where people feel able to express themselves and ask (brave) questions without fear of reprisal or humiliation.

This policy is a guideline and  it can change as we learn and grow. However, it should tell you what you can expect from and what you commit to as part of our commUnity.

We have high expectations of how we behave towards each other in our meetings, actions and social spaces. We will not wait for issues of harm to happen, but will proactively challenge oppression & hierarchy in everything we do.

Our meetings should be inclusive and supportive spaces for people of all ages (trans, intersex and cis) and all nonbinary, agender and gender variant people. Self-definition is at the sole discretion of that individual. We do not police gender in our spaces. If you are here, it is because you feel that you are included by our gender inclusion policy, and therefore you are welcome. Our Safer Space meetings and spaces are not open to people who identify solely or primarily as white, however we welcome white allies in our Braver Spaces. If you have any queries regarding our inclusion policy, please don’t hesitate to ask questions. is a diverse group, and some of us experience different kinds of oppression & violence at the same time, including racism, disableism, poverty, transphobia, transmisogyny, homophobia, islamophobia and antisemitism, as well as others. These oppressions are not separate from each other which can be exhausting & painful. We want to create a commUnity that recognises and challenges the oppression & exploitation that some of us are harmed by and some of us benefit from.

Some people are survivors of domestic, sexual and state violence. Our organising & our commUnity aims to be survivor-centred. We all respond to harmful experiences differently, so take care of yourself in meetings and actions however feels comfortable for you.

before you touch anyone or discuss sensitive topics, ask if they are comfortable with that. Don’t assume your physical & emotional boundaries are the same as other people’s.

Be aware of your privileges; including less obvious or invisible hierarchies. Think about how your words, opinions and feelings are influenced and who they might exclude or harm.

 if you have acted or spoken harmfully, even if unintentionally, someone will bring this up with you. If this happens, listen and reflect on what they are saying even if you think they may be wrong. Don’t try to absolve yourself of responsibility.

 if you don’t understand something, just ask. You may be directed to a book, website or skillshare to learn more. We are each responsible for our own learning and, if we feel able, for sharing it with others.

 Please contribute whatever you can; this will be different for everyone, and that’s fine. It’s ok to make mistakes. Please show appreciation for the hard work of others and be considerate when you offer constructive criticism.

Like other commUnities we build social relationships outside of meetings and actions. We commit to this Safer and Braver Spaces policy wherever we are together, this includes ensuring that ALL spaces are accessible to disabled people and we create opportunities to socialise without alcohol. You are not expected to participate in social events, this shouldn’t make you feel less included.

Please don’t use the contact details of people who seek help or have been involved in organising and carrying out our actions outside of our domains and This makes sure that journalists, police or other unknown people don’t hold information that could put members of our CommUnity at risk of harm.

 When a member of our CommUnity is harmed, we use the principles of transformative justice to hold ourselves to account and find ways to heal, learn and move forward together. You can speak to any other member of our CommUnity if you would like information or support to work through an issue you have experienced or observed. Our Accountability Toolbox is a useful starting point to learn about transformative justice and accountability in

When we work together in this radical and transformative way, we are creating the change we wish to see in the world.

Chapter: Our Child Protection Policy

Non-Discrimination: e.V. is committed to ensuring equal protection and support for all children, regardless of their racial, ethnic, religious, or cultural background. We will not tolerate any form of discrimination or bias towards children based on their minority status.

Cultural Sensitivity: We will promote cultural sensitivity and awareness among our staff to ensure that children are treated with respect, dignity, and understanding. We will strive to create an inclusive and welcoming environment for all children, celebrating diversity and fostering intercultural dialogue.

Language Access: recognizes the importance of effective communication with children. We will make efforts to provide language access services, such as interpreters or translated materials, to facilitate meaningful engagement and understanding.

Community Engagement: We will actively engage with the communities that represent children from diverse backgrounds, seeking their input and involvement in shaping our child protection policies and practices. We will also collaborate with community organisations to address specific challenges and promote the well-being of these children.

Training and Awareness: Our child protection training programs will include specific components addressing the protection needs of children of African and Afro-diasporic heritage. This training will emphasise cultural sensitivity, recognising and addressing biases, and understanding the unique challenges these children may face.

Inclusion: e.V. is committed to promoting the inclusion and active participation of children with disabilities. We will strive to create accessible environments, activities, and services that accommodate their specific needs and enable their full participation.

Supportive Measures: We will provide appropriate support and accommodations to children with disabilities to ensure their safety, well-being, and enjoyment of our programs and services. This may include reasonable adjustments, assistive devices, or individualised support plans.

Staff Training: We will provide training to our staff on disability awareness, recognizing and addressing barriers, and effectively supporting children with disabilities. This training will enhance staff members’ ability to provide inclusive and accessible experiences for all children.

Collaboration and Referral: will collaborate with relevant disability-focused organisations, professionals, and support services to ensure that children with disabilities receive the appropriate support they need. We will establish referral mechanisms to connect families with available resources and services in the community.

Empowerment: We will actively involve children with disabilities in decision-making processes, encouraging their active participation, and valuing their perspectives. We will promote their rights, autonomy, and self-advocacy to empower them in all aspects of their involvement with e.V.

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