Applicants Complaints Policy

 

What if I am not happy with your service?

Although we may not be able to help everyone who applies to us, we are committed to providing a high-quality service to all our applicants. If something goes wrong, we need you to tell us about it. We will use the information you give us to help improve our service. If you are not happy about any part of our service, please email us on feedback@nzf.org.uk 

What will happen next?

We will reply to your email to confirm that we have received it within 5 working days.

We will look into your complaint. A Senior Grants Officer will review any evidence available and speak to members of staff if appropriate.

We will aim to reply to your complaint within 15 working days. If this is not possible, we will send you an update.

If you are not happy with our response to your complaint, you can ask for this to be reviewed by the CEO of National Zakat Foundation. The CEO will then review your complaint and respond to you directly.

In addition, applicants will be informed of the policy at the time of being notified of the support decision.

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