Donor Complaints Policy

 

In the event that you feel that we are not meeting the standards set by our fundraising promise, we are happy to acknowledge the mistakes that we have made, sincerely apologise for them, deal with the situation as quickly as possible and put measures in place to stop them happening again.

We take complaints very seriously and we treat them as an opportunity to develop. We are always very grateful to hear from people who are willing to take the time to help us improve and always thank people who contact us about their problems or concerns.

How to contact us:

Complaints team
National Zakat Foundation
Kemp House, 152-160 City Road
London
EC1V 2NX

Please include your name, address and contact telephone number in the contact form or letter so that we can get back in touch with you easily.

The process:

You will receive an acknowledgement of your complaint within the first 5 working days of receipt.  

We aim to respond fully to all complaints within ten working days of receipt. Wherever possible we will deal with it more quickly. If we think it will take longer, we will let you know. 

From experience, we’ve have found that that often the best way to resolve a problem quickly is for us to get in touch by phone initially. This way we can make sure that we fully understand the issue and can gather all of the information that we need to resolve the problem in a fast and effective way. We are also happy to communicate with you by email or mail if you prefer. 

We will always treat you with respect, listen to what you say, keep you informed about our progress, provide you will a prompt response and tell you who to go to if you want to escalate your complaint further. 

However, there are instances where we may choose not to respond to a complaint, due to our limited resources. These include but are not limited to: 

  • When a complaint is about something with which NZF has no direct connectionWe may choose to reply to clear our name but we are not obliged to do so. 
  • When someone unreasonably pursues a complaint to which we have already responded. They will be told how to escalate the matter but we may choose not to reply again We will always inform you of our decision to do this. 
  • When a complainant is being obviously abusive, prejudiced or offensive in their manner. 
  • When a complainant is harassing a staff member. 
  • When a complaint is incoherent or illegible. 
  • We cannot respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can. 

If you are still not satisfied: 

NZF is a member of the Fundraising Regulator and is committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it has not been resolved by us then the Fundraising Regulator can investigate your complaint. Contact the Fundraising Regulator using the online complaints form. 

Please note, you must make contact within 12 weeks of the incident. 

Alternatively if your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact The Charity Commission at the address below. 

The Charity Commission
PO Box 1227
Liverpool
L69 3UG
0845 3000 218
https://register-of-charities.charitycommission.gov.uk/

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