Family/Customer Complaint Process

At our nonprofit organization, we value our supporters and stakeholders, and we are committed to providing excellent service. We understand that, occasionally, concerns or complaints may arise. We take these matters seriously and have established a structured complaint process to address any issues promptly and effectively. Our goal is to ensure that all complaints are handled with professionalism, empathy, and respect.

  1. Receiving Complaints: Customers can submit their complaints through various channels, including
    a. Online complaint form on our website.
    b. Email sent to ajohnson@fhfnola.org.
    c. Written letters addressed to the organization 2401 Westbend Parkway Suite 3090, New Orleans, LA 70114.
    d.Complaint by phone 504-943-0343or dedicated phone number.
  2. Acknowledgment: Upon receiving a complaint, we will acknowledge it within [24 hours/one business day]. The acknowledgment may be an automated email or message to reassure the complainant that their concerns are being attended to.
  3. Investigation: Our designated complaint handling team will investigate the matter thoroughly. This team may consist of staff members from different departments depending on the nature of the complaint. They will gather all relevant information and review any documentation related to the issue.
  4. Resolution: We aim to resolve complaints within a reasonable timeframe, typically [5-10 business days]. If a resolution is not possible within this timeframe, we will provide regular updates on the progress until the matter is resolved.
  5. Communication: Throughout the process, we will maintain open and transparent communication with the complainant. We may request additional information from them if needed, and we will keep them informed of the progress and any actions taken.
  6. Confidentiality: We will treat all complaints with the utmost confidentiality. Information related to the complaint will only be shared with individuals directly involved in the investigation and resolution process.
  7. Fairness and Impartiality: Our organization will ensure that all complaints are treated fairly and impartially. We will not discriminate against any individual based on their complaint or treat them differently due to their feedback.
  8. Escalation: If the complainant is not satisfied with the resolution or handling of their complaint, they have the option to escalate the matter. We will provide information on how to escalate the complaint and the contact details of the appropriate person or department to handle the escalation.
  9. Learning and Improvement: Every complaint will be seen as an opportunity for improvement. The organization will analyze patterns and common issues arising from complaints to identify areas for improvement in our services, policies, or procedures.
  10. Feedback and Closure: After the complaint is resolved, we will seek feedback from the complainant to ensure their satisfaction with the resolution process. If the complainant is satisfied, the complaint will be officially closed. We will also use this feedback to further enhance our complaint handling process.

By implementing this customer complaint process, we aim to build trust with our supporters and stakeholders, ensuring that their concerns are heard, and we continuously improve our services to better serve our community.