Amnesty International recognizes that those with and for whom it works may be given cause to raise a complaint about the organisation and that they have the rights to do so, to receive a formal response and to have their concerns addressed where these are shown to be well founded.
Complaints may be addressed to Amnesty International's Secretary General in writing by email or mail (The Office of the Secretary General, International Secretariat, Amnesty International, 1 Easton Street, London WC1X 0DW, United Kingdom).
We endeavour to respond to complaints in writing as quickly as possible (preferably within two weeks) and then to assess the basis for the complaint within 30 working days.
If appropriate the matter will be referred to an Amnesty International national section or structure for their investigation and formal response.
Complainants will be informed about any delays in this process (eg due to unavailability of relevant staff or the matter's referral to the national entity).
This process is not a substitute for complaint mechanisms in place in Amnesty International's national sections and structures or those otherwise available to Amnesty International's members, volunteers or staff.