Hay'at Tahrir al-Sham (HTS), the dominant faction in Idlib and its environs, has a public relations department designed to deal with relations with the populace in areas under its control. This public relations administration includes complaints offices, about which an advertisement was recently shared on HTS' online networks.
"Notification issued by the Public Relations Administration:
The Public Relations Administration affiliated with Hay'at Tahrir al-Sham announces the receipt of general complaints from our dear people on the following accounts:
Idlib complaints office: @shakawam (Telegram); 0046764373755 (WhatsApp; Telegram)
Sarmada complaints office: @shakawam1 (Telegram); 0046764429861 (WhatsApp; Telegram)
10 Rabi' al-Awal 1441 AH; 7 November 2019 CE."
On contact with the Idlib complaints office, I learnt that the office was established on 1 August 2019 CE. The office is open to receiving complaints submitted by civilians and military personnel regarding all sectors affiliated with the HTS and ministries affiliated with the Salvation Government (the civilian government apparatus supported by HTS). If those who complain have legitimate grievances to address, then the office will work to redress those grievances.
The complaints office classifies complaints according to ranks. If the complaint is security (amni) in nature, then the complaints office will have no relation with it as that is not within its portfolio. As for services complaints, they have the following arrangement: they are first to be put before the relevant ministry of the Salvation Government. If that ministry is seen as having fallen short in addressing the complaint of the one who submits it, then that person can come to the complaints office to submit the complaint.
As for complaints regarding violations committed by members of HTS, they are first to be put before their amir. If he is seen as having fallen short in addressing the complaint of the one who submits it, then that person can come to the complaints office to submit the complaint.
Further, note that the complaints office can accept complaints concerning payments of blood money.