Any possible irregularity or non-compliance carried out by Asociación Puente de Esperanza Madrid, affecting employees, volunteers, donors, beneficiaries, suppliers, etc. may be reported.

The communication will be made from the corresponding form on the web. The treatment of the information will be absolutely confidential. The complaint will be managed by the team formed by the person responsible for volunteering and the social worker of the entity. In order to inform the complainant of the steps taken in relation to their complaint, they must identify themselves and provide an email address. The maximum term to acknowledge receipt of the complaint will be one week from receipt of the complaint. Once received, the reported facts and their circumstances will be studied. If necessary, additional information would be requested from the complainant, in order to properly manage the complaint. Within a maximum period of two months, the complainant will receive a resolution communication with the result of the complaint processing.

Any reported complaint must include, at least, the following information: * Reported fact. * Date it took place. * People involved. * Place where the denounced events occurred. Likewise, any other information that is considered appropriate to process the complaint can be incorporated.