This step focuses on a detailed examination of the grievance to verify its validity and seek resolution. Grievances are assessed objectively against established standards. Simpler issues such as queries and suggestions may be resolved quickly through direct communication with the complainant. Cases involving gender-based violence (GBV) are specifically handled; they are referred by the GBV specialist to appropriate service providers.

The Grievance Redress Committees (GRCs) are the primary bodies responsible for resolving grievances. There are two types of GRCs: Central/PIU-Level GRC and Community/Site-Level GRC.

• Central/PIU-Level GRC: This committee is stationed at the Project Implementation Unit (PIU) and includes the Director-FDD, Project Manager, PFMU Team Lead, Social Safeguards Specialist, Gender and GBV Specialist, Communications and Community Engagement Specialist, along with a representative of the aggrieved party (as applicable), a Civil Society representative, and a representative from the Freetown City Council.
• Community/Site-Level GRC: Comprises selected local traditional authorities, religious leaders, local government employees, service providers, Sierra Leone Police/Family Support Units, CBOs, and NGOs.

GRCs meet weekly, or as needed, to ensure timely resolution of complaints.

For other types of complaints, the investigation may involve field visits to collect data and analyze the situation to inform grievance resolution. Actions might include responding to queries, updating the complainant on the status, imposing sanctions, or escalating the grievance to a national mechanism for further action.

Investigations are conducted either at the Community/Site GRC or the Central/PIU GRC level, depending on the grievance type. All received complaints, regardless of GRC level, undergo a sorting process before being processed. Depending on their nature, grievances require varying follow-up actions. Some are resolved with simple explanations or apologies, while others may necessitate more thorough investigations and legal proceedings.

The GM is designed to handle various complaint types including, but not limited to:

• Comments, suggestions, or queries.
• Complaints about activities outside the scope of the project.
• Perceptions of exclusion from project participation.
• Allegations of corruption, misuse of project funds, or procurement bias.
• Environmental or social harm caused by project interventions.
• Deviations from project goals and principles.
• Allegations of misconduct by project staff or associated personnel.
• Incidents of sexual exploitation, abuse, or harassment.

Grievances are logged into a database by the Social Safeguards Specialist and the GBV Specialist. The GRC investigates each grievance with support from the PIU, gathering additional information as needed to thoroughly understand the grievance's causes, effects, urgency, and severity. Investigations may involve site visits and meetings to assess the grievance's impact and explore resolution options.

The PIU GRC also monitors the performance of the complaint-handling system. Complaints are registered using a physical or online Complaint Registration Form available on the Ministry of Finance's website, ensuring all pertinent data regarding the complainant and the complaint are captured in a Grievance Registering Form.