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Report a Concern

The Virgin Islands Climate Change Trust Fund is committed to managing the funds entrusted to it fairly, transparently and with integrity. If you believe something connected with the Trust's grant-making and other processes, a funded project, or the conduct of someone acting on behalf of the Trust is not right, we want you to tell us. 
 

Raising a complaint is free. You may provide your name or submit a complaint anonymously. No person will be disadvantaged for raising a concern in good faith. 

Compaint Form Image.jpg

Who can raise a concern? 

The Grievance & Complaints Mechanism is available to applicants, grantees, partners, members of the public, and any person affected by the Trust's grant-making activities. It is also available to Trust staff, contractors and committee members who become aware of unlawful conduct or a breach of the Trust's rules. 

What can I raise a concern about?

  • Fairness of the application, evaluation or award processes 

  • A potential or actual conflict of interest 

  • The conduct of someone acting for or on behalf of the Trust 

  • Environmental or social harm, or risk of harm, associated with a funded activity 

  • Disbursement, reporting or contractual matters under a Grant Agreement 

  • Accessibility of the Trust's processes, including language, format or disability access 

  • Other concerns relating to the Trust's grant-making and other programme activities 

Feedback to an unsuccessful applicant is handled through the applicable feedback process and is not itself a complaint. However, an unsuccessful applicant who believes the process was unfair may raise that concern through this mechanism. 

Online

Complete the secure Report a Concern Form

Email

General concerns: info@vicctf.org 

Whatsapp

+ (284) 345-7540 

Telephone

+ (284) 394-1123

Post or in-person

VICCTF, P.O. Box 3624, RDP Building, 50 Road Town, Tortola, Virgin Islands 

If you need assistance making a complaint, including because you cannot read or write, you may bring a trusted person to help you, or a member of the Trust's team will record the complaint for you and read it back to you. Assistance is always free of charge. 

FAQ

  • You do not have to provide your name or contact information to raise a concern. If you submit anonymously and do not provide a way for us to contact you, the Trust will investigate the information provided as far as reasonably possible. However, we will not be able to acknowledge your complaint, request additional information, provide you with an outcome, or follow up with you. Please therefore provide as much information as possible when submitting an anonymous complaint. 

  • No person may investigate or decide the outcome of a complaint about their own conduct or a matter in which they hold a declared or apparent interest. A complaint concerning the Chief Executive Officer is directed to the Chair of the Board at chair@vicctf.org. A complaint concerning a Board member is handled by the Board with that member recused. A complaint concerning a Review Committee member is handled by the CEO at ceo@vicctf.org, and the member takes no further part in assessing any application connected to the complaint until it is resolved. 

  • You may escalate your complaint in writing to the Board of Trustees at chair@vicctf.org. You also retain the right to pursue other appropriate avenues, including the Complaints Commissioner, a relevant regulator or professional body, or legal action. Nothing in this mechanism removes or delays any legal right. 

  • Step
    What happens
    Timeline
    1
    Your complaint is entered in the confidential Complaint Register and assigned a unique reference number.
    Same working day
    2
    If you provided contact information, we send written acknowledgement with your reference number.
    Within 2 working days
    3
    The complaint is reviewed for scope, urgency, safeguards issues and conflicts of interest, and the investigation route is assigned.
    Within 5 working days
    4
    An appropriate investigator gathers relevant information and hears the relevant sides.
    Within 14 to 30 days proportionate to the matter
    5
    We provide a written outcome, any remedy where warranted, and escalation options.
    Within 30 calendar days; complex matters within 60 days with written notice
    6
    Before closure, we follow up on the outcome where contact information has been provided and record any remaining dissatisfaction.
    Before closure
    7
    The outcome, remedy, complainant response and time-to-close are recorded.
    On resolution
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