Make a complaint or raise a concern?

We are committed to conducting business responsibly, with honesty and integrity and to a high standard.
The PIDG Complaints and Whistleblowing Operating Policy sets out how we aim to resolve matters as quickly as possible where anyone has a complaint about our standards and quality of service and to address concerns about actual or suspected wrongdoing or misconduct.

We will treat all reports and complaints with the utmost confidentiality and will protect all personal data in accordance with our Privacy Notice and applicable data protection laws.

Making a Complaint

If you have a complaint about how we have been carrying out our activities, which has not been satisfactorily resolved with your main point of contact within PIDG, then you may make a complaint by contacting PIDG Compliance using one of the following channels by:

  • Emailing: compliance@pidg.org
  • Using the enquiry form on the Contact Us page.
  • Writing to: The Private Infrastructure Development Group Ltd, 6 Bevis Marks, London EC3A 7BA.
  •  

We will acknowledge receipt as soon as possible but always within seven days of a complaint being received. If we have not been able to resolve the complaint by the time we contact you, we will set out the next steps.  You can find more information about our complaints process in our Complaints and Management Procedures.

Raising a Concern

You may raise a concern by

 

If you wish to raise a concern about malpractice, wrongdoing or a risk, in relation to our activities, which adversely affects the public, PIDG staff or PIDG itself, we encourage you to speak up and raise your concerns. A concern will usually show one or more of the following has been committed, is being committed or is likely to be committed:

  • a criminal offence;
  • failure to comply with legislation;
  • a miscarriage of justice;
  • endangering the health or safety of any individual;
  • damage to the environment;
  • breach of PIDG Code of Conduct including associated policies, procedures and standards; or
  • the deliberate concealment of any of the above matters.

 

We will take all reasonable steps to protect all individuals who speak up in good faith. In particular, individuals will not suffer any detrimental treatment by PIDG as a result of raising a concern in good faith. We will not tolerate any harassment, victimisation or detrimental treatment of an individual (including informal pressures) and will take appropriate action to protect individuals who raise a concern in good faith.

a. Using our whistleblowing hotline, which is provided by Safecall.

This service is available if you do not wish to liaise directly with PIDG or someone within one of our companies. Safecall is independent of PIDG, enabling concerns to be raised in complete confidence.

Safecall uses skilled and professional call handlers to receive reports and is available 24 hours a day, 365 days a week. Safecall will ensure details of all concerns are forwarded to the PIDG Chief Risk Officer confidentially for investigation.

Safecall can be contacted at any time by:

b. Getting in touch with our Chief Risk Officer by:

  • emailing: layth.al-falaki@pidg.org
  • using the enquiry form on the Contact Us page
  • calling: +44 (0) 020 3848 6742 or
  • writing to: The Private Infrastructure Development Group Ltd, 6 Bevis Marks, London EC3A 7BA

 

We will acknowledge receipt of the report and, to the extent possible, will keep you informed of our investigations. We will also investigate the matter as quickly as possible. You can find more information about our whistleblowing process and details about how to obtain additional information in our Whistleblowing Procedures.

SafeCall

The countries and phone numbers in bold text are freephone numbers.

CountryPhone Number
Algeria+44 191 516 7764
Bangladesh+44 191 516 7764
Burkina Faso+44 191 516 7764
Bhutan+44 191 516 7764
Cambodia1800 209 761
Cameroon +44 191 516 7764
Cameroon+44 191 516 7764
Cote d’Ivoire+44 191 516 7764
Democratic Republic of the Congo+44 191 516 7764
Ethiopia+44 191 516 7764
Gabon+44 191 516 7764
Ghana+44 191 516 7764
India000 80 04401256
Indonesia001 803 440884
Indonesia (if PT Telekom) 007 803 440884
Jordan+44 191 516 7756
Kenya+44 191 516 7764
Kenya+44 191 516 7764
Lao PDR+44 191 516 7764
Madagascar+44 191 516 7764
Malawi+44 191 516 7764
Mali+44 191 516 7764
Mozambique+44 191 516 7764
Myanmar+44 191 516 7761
Nepal+44 191 516 7761
Nigeria+44 191 516 7764
Pakistan00800 900 44036
Philippines1800 14410499
Republic of Guinea +44 191 516 7764
Rwanda+44 191 516 7764
Senegal+44 191 516 7764
Sierra Leone +44 191 516 7764
Singapore800 448 1773
South Africa 0800 990243
South Sudan+44 191 516 7764
Sri Lanka 2423109
Sri Lanka if outside of Colombo011 2423109
Tanzania+44 191 516 7764
Thailand001 800 72332255
Togo+44 191 516 7764
Uganda+44 191 516 7764
UAE8000 441 3376
United Kingdom 0800 915 1571
Vietnam (Mobifone) 121 020036
Vietnam (VNPT) 120 11157
Vietnam (Viettel) 122 80725
Zambia+44 191 516 7764

Complaints Procedures

Whistleblowing Procedures

Privacy Notice