ConsultingIn 2023, U-Saved commissioned FrontView to create a feedback and complaints mechanism (FCM) designed to improve the accountability and transparency of its humanitarian actions in Ukraine. The aim of this mechanism is to provide beneficiaries with a secure space in which to express concerns, complaints or suggestions, particularly about the quality of distributions and the behaviour of teams in the field.
Several communication channels have been integrated into the system (telephone, WhatsApp, Telegram), accompanied by an internal procedure specifying the roles and responsibilities for handling complaints. A monitoring system was designed to ensure that feedback was managed rigorously and confidentially, while guaranteeing an appropriate response from the organisation.
The mission resulted in the formalisation of the mechanism and the delivery of a procedure describing its operating framework and recommendations for its sustainable integration into U-Saved’s operations.