{"id":68494,"date":"2015-09-02T20:55:21","date_gmt":"2015-09-02T17:55:21","guid":{"rendered":"https:\/\/www.kirkonulkomaanapu.fi\/?page_id=68494"},"modified":"2025-10-23T14:58:25","modified_gmt":"2025-10-23T11:58:25","slug":"complaints","status":"publish","type":"page","link":"https:\/\/www.kirkonulkomaanapu.fi\/en\/contacts\/complaints\/","title":{"rendered":"Complaints are welcome"},"content":{"rendered":"\n\n\n<div class=\"block-hero full-width id-block\" style=\"background-image: url('https:\/\/www.kirkonulkomaanapu.fi\/wp-content\/uploads\/2021\/05\/Medialle-scaled.jpg');\">\n\n\t<div class=\"bg-mobile\" style=\"background-image: url('https:\/\/www.kirkonulkomaanapu.fi\/wp-content\/uploads\/2021\/05\/Medialle-1024x683.jpg');\"><\/div>\n\n\t\n\t<div class=\"curtain\"><\/div>\n\n\t<div class=\"container\">\n\t\t<div class=\"row\">\n\t\t\t<div class=\"col\">\n\t\t\t\t<div class=\"inner-blocks entry-content\">\n\t\t\t\t\t\t\t\t\t\t\t\n<h1 class=\"is-style-brush\" ><span class=\"bg\">\nComplaints are <span class=\"is-highlighted\">welcome<\/span>\n<\/span><\/h1><h1 class=\"is-style-brush mobile\" ><span class=\"bg\">Complaints<\/span><span class=\"bg\">are<\/span><span class=\"is-highlighted\"><span class=\"bg\">welcome<\/span><\/span><\/h1>\n\n\n<p><\/p>\n\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n<div class=\"subpage-navigation id-block full-width\">\n    <div class=\"container-lg\">\n        <div class=\"row\">\n            <div class=\"col\">\n                <ul class=\"pages\">\n                                        <li class=\"page ancestor\">\n                        <a href=\"https:\/\/www.kirkonulkomaanapu.fi\/en\/contacts\/\">Contacts<\/a>\n                    <\/li>\n                    \n                                        <li class=\"page current\">\n                        <a href=\"https:\/\/www.kirkonulkomaanapu.fi\/en\/contacts\/complaints\/\">Complaints are welcome<\/a>\n                    <\/li>\n                                    <\/ul>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n\n\n\n<p>We are committed to undertaking our work in a transparent and accountable way. If you think that we have not lived up to our commitments or you have witnessed or suspect misconduct by our staff, it is your right to make a complaint. Complaints enable FCA to intervene in a timely manner, improve our way of working, and learn from our mistakes. All complaints are handled in the strictest confidence.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Confidentiality<\/h2>\n\n\n\n<p>FCA handles all complaints in the strictest confidence. Any retaliatory actions taken by FCA staff against a person who reports suspected misconduct will not be tolerated and will be subject to disciplinary action up to and including dismissal.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What kind of complaints will we handle?<\/h2>\n\n\n\n<p>FCA will receive and handle complaints regarding:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>FCA&#8217;s decisions and actions violating our values, principles or&nbsp;commitments to quality and accountability;<\/li>\n\n\n\n<li>quality of an&nbsp;FCA project&nbsp;or&nbsp;a project of a&nbsp;partner organisation supported by FCA;<\/li>\n\n\n\n<li>behaviour of FCA staff, or staff of a partner organisation supported by FCA (violation of FCA Code of Conduct).<\/li>\n<\/ul>\n\n\n\n<p>If a submitted complaint is not within the scope of FCA to respond, the complainant will receive a notification.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Sensitive complaints<\/h3>\n\n\n\n<p>FCA regards any complaint relating to corruption, sexual or any other form of exploitation and abuse as sensitive. Our complaint procedures ensure that all information relating to sensitive complaints is handled confidentially, and that they have a priority.<\/p>\n\n\n\n\n<div class=\"block-title-and-content full-width id-block\">\n\t<div class=\"container-lg\">\n\t\t<div class=\"row justify-content-center\">\n\t\t\t<div class=\"col col-12 col-lg-6\">\n\t\t\t\t<div class=\"entry-content\">\n\t\t\t\t\t<h2 class=\"block-title\">FCA\u2019s commitments in quality and accountability<\/h2>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"col col-12 col-lg-6\">\n\t\t\t\t<div class=\"inner-blocks entry-content\">\n\t\t\t\t\t\n\n<p><a href=\"https:\/\/www.kirkonulkomaanapu.fi\/wp-content\/uploads\/2022\/06\/FCA-Code-of-Conduct-Policy_14122021_en_1.1.pdf\">FCA Code of Conduct Policy<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/www.kirkonulkomaanapu.fi\/wp-content\/uploads\/2024\/05\/FCA_Complaints-Policy_2024_WEB.pdf\">FCA Complaints Policy<\/a><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\t\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Anonymous complaints<\/h3>\n\n\n\n<p>We encourage all complainants to give their contact details. FCA will handle this information confidentially; names and contact information will be shared only to those who need to know them when handling or investigating the complaint.<\/p>\n\n\n\n<p>Please note that it may be difficult and sometimes impossible to investigate anonymous complaints. However, when we receive an anonymous complaint, we will make every possible effort to address it, if there is sufficient information for an investigation.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Staff grievances<\/h2>\n\n\n\n<p>Staff grievances should be discussed, in the first place, with one\u2019s own manager. When this is not possible or the manager is the subject of the grievance, you can submit the grievance through this system, and it will be handled according to FCA staff grievance procedures.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Limitations<\/h3>\n\n\n\n<p>All internal employment conditions like salary level, performance evaluations, working area etc. will not be handled within this system, but will be referred to be discussed with one\u2019s own manager or, in cases where the issue concerns decisions made by the manager, to the FCA staff grievance system.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">False accusations<\/h2>\n\n\n\n<p>A staff member, who purposely makes false accusations about another staff member, will be subject to disciplinary action (warning\/dismissal).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Submit a complaint<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Reporting misconduct<\/h3>\n\n\n\n<p>At FCA, we are committed to integrity and accountability in all our operations. We treat all suspicions and reports of misconduct\u2014such as misuse of funds, corruption, sexual abuse, exploitation and harassment, and abuse of power\u2014with strict confidentiality. This ensures the protection of those involved and the integrity of any investigation. We also process anonymous reports, provided the information is sufficient to investigate the case. FCA has zero tolerance for sexual exploitation and any form of harassment.<br><br>We encourage prompt reporting of any suspected misconduct. FCA has dedicated complaints response mechanisms that cover all country programmes. These secure systema allow reports to be submitted directly to designated staff at our Helsinki office responsible for handling of complaints.<br><br>Through the different channels, FCA staff, partner staff, local community members, and others involved in our work can confidentially raise concerns about suspected misconduct or quality-related issues. All complaints are handled in accordance with FCA\u2019s Complaints Policy, internal procedures, and internationally recognized principles and standards widely used across the sector.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>First Whistle \u2013 internal whistleblowing channel<\/strong><\/h3>\n\n\n\n<p>First Whistle provides a confidential channel to raise concerns and complaints about misconduct or policy violations at FCA. All complaints reported to the system are treated confidentially while protecting the privacy of the complainant and the subject of complaint. A complaint can be filed based on suspicion and without actual evidence, as long as it is made honestly and in good faith. In accordance with the EU Whistleblower Directive and the Finnish Whistleblower Protection Act (1171\/2022), the service operates outside FCA\u2019s own data management system. Personal data is processed in accordance with the obligations under the Data Protection Act (1050\/2018).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Handling of Complaints at FCA<\/strong><\/h3>\n\n\n\n<p>Complaints are handled by members of the Standing Complaints Committee in the Helsinki office, who also launch the necessary investigations. Case management is confidential. If the report concerns one of the members, they are not involved in the handling of the case. Once received, the receipt of the complaint is acknowledged within 7 days. Complainant will be informed of the outcome of the investigation within 3 months of raising the complaint.<br><br>For more information on how to report via First Whistle, visit our service provider&#8217;s website at <a href=\"https:\/\/www.juuriharja.fi\/en\/for-whistleblower-faq\">https:\/\/www.juuriharja.fi\/en\/for-whistleblower-faq<\/a>. If our internal channel is not responsive, you can report abuse under the Whistleblower Protection Act to the Chancellor of Justice&#8217;s centralised external reporting channel in Finland (<a href=\"https:\/\/oikeuskansleri.fi\/en\/how-to-make-a-report\">https:\/\/oikeuskansleri.fi\/en\/how-to-make-a-report<\/a>). Please note that to qualify for whistleblower protection, irregularities in the organisation&#8217;s operations should be reported primarily through our internal reporting channel.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.firstwhistle.fi\/finnchurchaid##\">Submit your complaint<\/a><\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Providing feedback to FCA<\/strong><\/h3>\n\n\n\n<p>First Whistle and other channels for raising complaints are not intended for dealing with such things as client feedback or personal disputes. If you wish to contact FCA concerning other matters, find the relevant contact details here: <a href=\"https:\/\/www.kirkonulkomaanapu.fi\/en\/contacts\/\">Contact Finn Church Aid wherever you are in the world<\/a><\/p>\n\n\n\n<p>You can submit your complaint directly to nearest FCA office, or when you think this is not possible, through this guided system:<\/p>\n\n\n\n<p>Or, you can contact our Complaints Focal Person by post, email or phone:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Contact details:<\/h3>\n\n\n\n<p><strong>Post address:<br><\/strong> \u201cThe Complaints Focal Person\u201d<br>Finn Church Aid, P.O. Box 210<br>FI-00131 Helsinki, Finland<\/p>\n\n\n\n<p><strong>Email:<\/strong> complaints@kua.fi<br><strong>Phone:<\/strong> <span class=\"baec5a81-e4d6-4674-97f3-e9220f0136c1\" style=\"white-space: nowrap;\">+358 50 472 2538<\/span><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Les plaintes sont les bienvenues<\/h2>\n\n\n\n<p>Nous nous engageons \u00e0 entreprendre nos travaux de mani\u00e8re transparente et responsable. Si vous pensez que nous ne sommes pas \u00e0 la hauteur de nos engagements ou vous avez \u00e9t\u00e9 t\u00e9moin d\u00b4un abus par un membre du personnel, c\u2019est votre droit de d\u00e9poser une plainte.<\/p>\n\n\n\n<p>Les plaintes permettent \u00e0 FCA \u00e0 intervenir promptement, \u00e0 am\u00e9liorer notre travail et \u00e0 apprendre de nos erreurs. Toutes les plaintes seront trait\u00e9 dans la plus stricte confidentialit\u00e9.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">La confidentialit\u00e9<\/h3>\n\n\n\n<p>FCA traite toutes les plaintes dans la plus stricte confidentialit\u00e9. Toutes les mesures de repr\u00e9sailles contre le personne qui signale une faute pr\u00e9sum\u00e9e ne sera pas tol\u00e9r\u00e9e et aboutira \u00e0 des mesures disciplinaires, y compris licenciement.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Quel genre de plaintes nous traiterons?<\/h3>\n\n\n\n<p>FCA recevra et traitera les plaintes relatives \u00e0:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>les d\u00e9cisions et les actions de FCA \u00e0 l\u2019encontre de nos valeurs, principes ou engagements en mati\u00e8re de qualit\u00e9 et de redevabilit\u00e9;<\/li>\n\n\n\n<li>la qualit\u00e9 des programmes de FCA ou d\u00b4une organisation partenaire soutenu par&nbsp; FCA;<\/li>\n\n\n\n<li>le comportement d\u00b4un membre du personnel FCA ou d\u00b4un employ\u00e9 d\u00b4une organisation partenaire soutenu par FCA&nbsp; (violation du Code de conduite de FCA).<\/li>\n<\/ul>\n\n\n\n<p>Si la plainte est en dehors du champ d\u00b4application, le plaignant en sera inform\u00e9.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Plaintes sensibles<\/h3>\n\n\n\n<p>FCA estime qu\u00b4une plainte est sensible si elle traite aux cas de corruption, exploitation et \/ ou abus sexuels ou de toute autre forme. Nos proc\u00e9dures de gestion des plaintes assurent que toute information relative \u00e0 des plaintes sensibles soit trait\u00e9e de fa\u00e7on confidentielle et de mani\u00e8re prioritaire.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Plaintes anonymes<\/h3>\n\n\n\n<p>Nous encourageons&nbsp; tous les plaignants \u00e0 nous donner leurs coordonn\u00e9es. FCA traitera&nbsp; cette&nbsp; information de fa\u00e7on confidentielle; les noms et coordonn\u00e9es ne seront partag\u00e9s qu\u2019avec les personnes prenant part \u00e0 l\u2019\u00e9tude ou le traitement de la plainte.<\/p>\n\n\n\n<p>Veuillez noter qu\u2019il est parfois difficile voire m\u00eame impossible d\u00b4examiner les plainte anonymes.<\/p>\n\n\n\n<p>Cependant, quand nous recevons une plainte anonyme, nous ferons tous les efforts possibles pour r\u00e9soudre la plainte \u00e0 condition d\u2019avoir suffisamment d&#8217;informations pour enqu\u00eater sur l&#8217;all\u00e9gation.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Griefs du personnel<\/h3>\n\n\n\n<p>En premier lieu, les griefs du personnel devraient \u00eatre discut\u00e9s avec le sup\u00e9rieur. Si ce n\u00b4est pas possible ou le sup\u00e9rieur est le sujet du grief, il est possible de&nbsp; soumettre ce grief par l\u00b4interm\u00e9diaire de ce m\u00e9canisme et il sera trait\u00e9 selon les proc\u00e9dures de FCA en mati\u00e8re de griefs du personnel.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Les limitations<\/h3>\n\n\n\n<p>Toutes les conditions d\u00b4emploi internes, comme le niveau de salaire, les \u00e9valuations de performance, ou l\u2019environnement de travail ne seront pas trait\u00e9es par ce m\u00e9canisme, mais seront transf\u00e9r\u00e9s au sup\u00e9rieur pour \u00e9valuation, ou s\u2019il s\u2019agit d\u2019une d\u00e9cision prise par le sup\u00e9rieur, au m\u00e9canisme de griefs du personnel.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Les fausses accusations<\/h3>\n\n\n\n<p>Des mesures disciplinaires seront prises contre tout membre du personnel FCA ayant&nbsp; soumis une fausse accusation \u00e0 l\u2019encontre d\u2019un autre membre du personnel (avertissement\/renvoi).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Soumettez une plainte<\/h2>\n\n\n\n<p>Vous pouvez soumettre votre plainte au bureau de FCA le plus proche, ou si vous pensez que ce n\u00b4est pas possible, par l\u00b4interm\u00e9diaire de ce m\u00e9canisme.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.firstwhistle.fi\/finnchurchaid##\">Soumettez votre plainte<\/a><\/div>\n<\/div>\n\n\n\n<p>Vous pouvez aussi contacter notre point focal des plaintes par courriel, e-mail ou t\u00e9l\u00e9phone:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Coordonn\u00e9es:<\/h3>\n\n\n\n<p><strong>Adresse postale:<\/strong><br>\u201cThe Complaints Focal Person\u201d<br>Finn Church Aid, P.O. Box 210<br>FI-00131 Helsinki, Finland<\/p>\n\n\n\n<p><strong>Email:<\/strong> complaints@kua.fi<br><strong>T\u00e9l\u00e9phone:<\/strong> <span class=\"baec5a81-e4d6-4674-97f3-e9220f0136c1\" style=\"white-space: nowrap;\">+358 50 472 2538<\/span><\/p>\n\n\n\n<p>Nous fournirons&nbsp; au plaignant une confirmation que FCA a re\u00e7u la plainte dans cinq jours ouvrables. Le plaignant recevra une r\u00e9ponse une fois la plainte est trait\u00e9e par FCA.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We are committed to undertaking our work in a transparent and accountable way. If you think that we have not lived up to our commitments or you have witnessed or suspect misconduct by our staff, it is your right to make a complaint. Complaints enable FCA to intervene in a timely manner, improve our way [&hellip;]<\/p>\n","protected":false},"author":61,"featured_media":0,"parent":115178,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"page-templates\/yhteystiedot.php","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"114522,114990,115774,110039,109706,86052","_relevanssi_noindex_reason":"","_improvement_type_select":"improve_an_existing","_thumb_yes_seoaic":false,"_frame_yes_seoaic":false,"seoaic_generate_description":"","seoaic_improve_instructions_prompt":"","seoaic_rollback_content_improvement":"","seoaic_idea_thumbnail_generator":"","thumbnail_generated":false,"thumbnail_generate_prompt":"","seoaic_article_description":"","footnotes":""},"class_list":["post-68494","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints are welcome - FCA Finn Church Aid<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.kirkonulkomaanapu.fi\/en\/contacts\/complaints\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints are welcome - FCA Finn Church Aid\" \/>\n<meta property=\"og:description\" content=\"We are committed to undertaking our work in a transparent and accountable way. If you think that we have not lived up to our commitments or you have witnessed or suspect misconduct by our staff, it is your right to make a complaint. 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