Introduction

This Complaints Handling Policy outlines the procedures and
guidelines for handling complaints received by Sunnah Charity. The policy ensures that complaints from beneficiaries, volunteers, staff members, or any other stakeholders are addressed promptly, fairly,
and effectively, in alignment with the Charitys commitment to
transparency, accountability, and safeguarding.

Policy Objectives

To provide a clear and accessible process for individuals to
raise complaints regarding the Sunnah Charity's services, conduct,
or any other relevant matters.

To ensure that complaints are handled with professionalism,
fairness, and respect for the complainants confidentiality and rights.

To investigate complaints thoroughly and take appropriate
actions to address any legitimate concerns raised.

To learn from complaints, identify areas for improvement, and
enhance Sunnah Charitys policies, procedures, and practices.

Definition of a Complaint

For the purpose of this policy, a complaint is defined as an
expression of dissatisfaction or concern regarding the Charitys
services, programs, activities, conduct, or any other related matters.

Complaints Handling Process

Receipt of Complaints:

Sunnah Charity will establish multiple channels for individuals
to submit their complaints, including in-person, written (email or
letter), or through a designated complaint form available on the

Charitys website.

Sunnah Charity will provide clear instructions on how and
where to submit a complaint, ensuring accessibility for all
individuals.

Initial Acknowledgment:

Upon receipt of a complaint, the Charity will promptly
acknowledge its receipt, either verbally or in writing, to the
complainant.

The acknowledgment will include an approximate timeframe
within which the complaint will be investigated and resolved.

Complaint Investigation:

The Charity will assign a designated individual or team
responsible for handling and investigating complaints. This person
or team will be impartial and possess the necessary skills and
knowledge to conduct a fair investigation.

Complaints will be investigated thoroughly and impartially,
considering all available evidence and seeking additional
information or perspectives when necessary.

The complainant may be asked to provide further details or
evidence related to the complaint to aid in the investigation process.

The investigation will be conducted in a timely manner,
keeping the complainant informed of the progress, and respecting
their confidentiality throughout the process.

Complaint Resolution:

Sunnah Charity will seek to resolve complaints promptly and
fairly, aiming for a satisfactory outcome for all parties involved.

The resolution may include corrective actions, changes to
policies or procedures, apologies, or other appropriate measures,
depending on the nature and severity of the complaint.

Sunnah Charity will communicate the outcome of the
investigation and resolution to the complainant, providing a clear
explanation of the actions taken or decisions made.

Sunnah Charity will maintain records of complaints,
investigations, and resolutions in a secure and confidential manner.

Escalation of Complaints:

If the complainant remains dissatisfied with the outcome or
handling of their complaint, they may request an escalation of the
complaint to a higher level within Sunnah Charity.

Sunnah Charity will provide clear guidance on the escalation
process, including contact details of the appropriate person or
authority to whom the complaint can be escalated.

Reporting and Continuous Improvement

Sunnah Charity will establish mechanisms for monitoring and
reporting on complaints received and their resolution.

Regular analysis of complaints will be conducted to identify
trends, areas for improvement, and systemic issues that require
attention.

The findings and recommendations resulting from the analysis
will be used to enhance policies, procedures, training, and practices
within the Charity.

Confidentiality and Data Protection

Sunnah Charity will handle all complaints and related
information with strict confidentiality, ensuring compliance with
applicable data protection regulations.

Personal information obtained during the complaints handling
process will be used solely for the purpose of investigating and
resolving the complaint.
Review and Revision

The Complaints Handling Policy will be reviewed periodically to
ensure its effectiveness, relevance, and compliance with best
practices and legal requirements.

Feedback from complainants, staff members, volunteers, and
stakeholders will be sought to inform the review process and
identify areas for improvement.

By following this Complaints Handling Policy, the Charity aims to
address complaints in a fair, transparent, and respectful manner,

fostering trust and accountability within the organization and
promoting continuous improvement in its operations.