(0)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 line with our commitment to transparency, accountability, and safeguarding.
Policy objectives
- To provide a clear and accessible process for individuals to raise complaints regarding Sunnah Charity’s services, conduct, or any other relevant matters.
- To ensure that complaints are handled with professionalism, fairness, and respect for the complainant’s confidentiality and rights.
- To investigate complaints thoroughly and take appropriate action to address any legitimate concerns raised.
- To learn from complaints, identify areas for improvement, and enhance Sunnah Charity’s policies, procedures, and practices.
Definition of a complaint
For the purpose of this policy, a complaint is an expression of dissatisfaction or concern regarding the charity’s services, programmes, activities, conduct, or any other related matters.
Complaints handling process
Receipt of complaints
Sunnah Charity provides multiple channels for individuals to submit a complaint: in person, in writing (email or letter), or through a designated complaint form available on our website. We will give clear instructions on how and where to submit a complaint, ensuring accessibility for everyone.
Initial acknowledgment
Upon receipt of a complaint, we will promptly acknowledge it, 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
We assign a designated individual or team to handle and investigate complaints. The investigator will be impartial and will have the skills and knowledge to conduct a fair investigation.
Complaints are investigated thoroughly and impartially, considering all available evidence and seeking additional information or perspectives when necessary. The complainant may be asked to provide further detail or evidence to aid the investigation.
The investigation is conducted in a timely manner, keeping the complainant informed of progress and respecting their confidentiality throughout.
Complaint resolution
We seek to resolve complaints promptly and fairly, aiming for a satisfactory outcome for everyone involved. Resolution may include corrective action, changes to policies or procedures, an apology, or other appropriate measures, depending on the nature and severity of the complaint.
We will communicate the outcome of the investigation and resolution to the complainant with a clear explanation of the action taken or the decision made. Records of complaints, investigations, and resolutions are kept securely and confidentially.
Escalation of complaints
If the complainant remains dissatisfied with the outcome or the handling of their complaint, they may request an escalation to a higher level within Sunnah Charity. We 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
We monitor and report on complaints received and their resolution. Regular analysis of complaints is conducted to identify trends, areas for improvement, and systemic issues that need attention. The findings and recommendations from this analysis are used to enhance our policies, procedures, training, and practices.
Confidentiality and data protection
All complaints and related information are handled with strict confidentiality and in compliance with applicable data protection regulations. Personal information obtained during the complaints handling process is used solely for the purpose of investigating and resolving the complaint.
Review and revision
This Complaints Handling Policy is reviewed periodically to ensure its effectiveness, relevance, and compliance with best practice and legal requirements. Feedback from complainants, staff, volunteers, and other stakeholders is sought to inform the review and to identify areas for improvement.
By following this policy, we aim to address complaints in a fair, transparent, and respectful manner, fostering trust and accountability and promoting continuous improvement in our operations.
Contact us
If you have a complaint or feedback, please email info@sunnah.org.uk or call 0300 772 7772. You can also use our contact form.