Our Commitment to Fair Handling of Complaints
At Al Waseelah Foundation, we are committed to providing a transparent, fair, and respectful service to everyone we support.
We understand that sometimes things may not go as expected. If you are not satisfied with any aspect of our work, services, or communication, we encourage you to let us know. Every complaint helps us improve and serve communities better.
How to Make a Complaint
You can submit a complaint by contacting us via email or written communication.
Please include:
- Your name and contact details
- A clear description of your concern
- Any relevant details or reference information
- Preferred method of response
We aim to make the process simple, accessible, and supportive.
Our Response Time
We take all complaints seriously and aim to respond within the following timeframe:
- Acknowledgement: Within 3–5 working days
- Initial Review: Within 7–10 working days
- Full Response: As soon as possible, depending on the complexity of the issue
If your complaint requires further investigation, we will keep you updated on progress.
Complaint Handling Process
Once a complaint is received, it will be:
- Recorded and reviewed by the relevant team
- Assessed fairly and objectively
- Investigated where necessary
- Responded to with a clear outcome and explanation
- Used to improve our services where applicable
We aim to resolve all complaints in a respectful and timely manner.
Escalation Process
If you are not satisfied with the initial response, you can request an escalation.
Your complaint will then be reviewed by a senior member of the team or a trustee.
If required, further independent review may be carried out to ensure fairness and transparency.
Final decisions will be communicated clearly with a full explanation.
Our Commitment to Transparency
As a registered charity, we are committed to:
- Accountability in all our actions
- Transparency in decision-making
- Continuous improvement of our services
- Treating all complaints with dignity and respect
Your feedback helps us improve the way we support individuals and communities across the UK, Asia, and Africa.