COMPLAINTS PROCEDURE

Our aim is to deal with any problems and difficulties quickly and fairly. We will do this by monitoring all complaints and suggestions to help us identify what is Complaintsgoing wrong and how we can improve and by having a system which:

  • is easily accessible.
  • is simple to understand and use.
  • is speedy, with established time limits for action, and keeps people informed of progress.
  • is fair, with full and objective investigation procedures.
  • maintains the confidentiality of both staff and customers.
  • effectively addresses all the points at issue, and provides appropriate redress.
  • provides information to management so that services can be improved.

All complaints must be in writing and may be sent to Islamic Sharia Council at: 34 Francis Rd, London E10 6PW, or by e-mail at info@islamic-sharia.org

Resolving Complaints

Stage One

In many cases, the person responsible for the issue being complained about best resolves a complaint. In this particular stage you can send the complaint to the Manager who will in turn speak to the person related to the complaint and get the procedure started. If that person has received the complaint, they may be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information should be passed to the specified person within one week.

On receiving the complaint it, will recorded in the complaints log. If it has not already been resolved, an appropriate person will be delegated to investigate it and to take appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

The person handling the complaint within a week should acknowledge complaints. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage TWO

If the complainant feels that the problem has not been satisfactorily resolved at Stage ONE, they can request that the complaint is reviewed at a higher level. At this stage, the complaint will be passed to the HR Manager.

The HR Manager should acknowledge the request for a higher-level review within one week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

The person who dealt with the original complaint at Stage One should be kept informed of what is happening.

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Stage THREE – External Stage

Please note: This stage is only valid if the first 3 stages have been followed. If the complainant feels that the Islamic Sharia Council has not satisfactorily resolved the issue, then the complainant can complain to the Charity Commission. Information about the kind of complaints the Commission can involve itself in can be found on their website at:

www.charitycommission.gov.uk/publications/cc47.aspx

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends, which may indicate a need to take further action.

 

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