Complaints and feedback

Community feedback is essential to any project. It helps you understand what is working well, and whether changes need to be made. You can use the tools and resources in this section to set up an effective complaint and feedback system.

New

19 August 2025

Building Trust Through Feedback: Mali Red Cross

Type:

Video

Organization:

British Red Cross, Mali Red Cross

In this video, Fatoumata Sow, National Coordinator on PGI/CEA for the Mali Red Cross, explains how the national society is institutionalising Community Engagement and Accountability (CEA) through local complaint management…

  • Community feedback
  • Complaint management committees
  • French
  • Institutionalisation

19 August 2025

Strengthening Flood Response Through Feedback: Burkinabe Red Cross Society

Type:

Video

Organization:

British Red Cross, Burkinabe Red Cross Society

In this video, Léa Balima, CEA and PGI Focal Point at the Burkinabe Red Cross Society, shares how the national society introduced a community feedback mechanism during their response to…

  • Community feedback
  • Extreme weather
  • Flooding
  • French

30 July 2025

Voices That Matter: Adapting Recovery Through Community Feedback

Type:

Case Study

Organization:

IFRC

This story highlights the importance of actively listening to communities and local stakeholders to ensure a more effective and inclusive response. By engaging in dialogue during the Karnali Earthquake Response…

  • CEA and Cash
  • CEA and WASH
  • Community consultations
  • Community feedback

26 June 2025

Community Driven Cyclone recovery in Bangladesh

Type:

Case Study

Organization:

Bangladesh Red Crescent Society, IFRC

This case study details the community-driven recovery efforts in Bangladesh following Cyclone Remal, emphasising participation, empowerment, and resilience. Rather than delivering aid through a top-down model, BDRCS prioritised a participatory…

  • Cyclone
  • Extreme weather
  • Feedback
  • Meaningful participation

9 June 2025

Listening and Adapting: How the Red Cross of Chad is leveraging community feedback to enhance and adapt its support for migrants in Chad

Type:

Case Study

Organization:

Red Cross of Chad

This case study explores how the Red Cross of Chad introduced multiple feedback channels within its migration programme to better meet the needs of migrants and ensure services align with…

  • Community feedback
  • Feedback
  • Feedback mechanism
  • French

19 May 2025

Strategy Refresh Insights: Community Listening Activities Summary Report

Type:

Report

Organization:

British Red Cross

A summary of the community listening activities the British Red Cross undertook to inform their organisational strategy refresh in 2024.

  • Co-production
  • Community feedback
  • Feedback
  • Institutionalisation