Complaints Procedure
We value your feedback. If something has gone wrong, we want to hear about it — and to put it right.
Noor Relief Fund is committed to providing a high standard of service to everyone who supports us or comes into contact with our work. We take all complaints seriously and use them as an opportunity to learn and improve.
This procedure explains how to make a complaint, what will happen when you do, and how to take it further if you are not satisfied with our response.
What you can complain about
You can make a complaint about any aspect of our work, including:
- The quality or standard of our service.
- Our fundraising activities or communications.
- The behaviour or conduct of our staff, volunteers or representatives.
- How we have handled your personal information.
- Anything else you feel we have not got right.
If your concern relates to the safety or wellbeing of a child or adult at risk, please see our Safeguarding page, which sets out how to report a safeguarding concern.
How to make a complaint
You can contact us in whichever way is easiest for you. To help us respond quickly, please include your name, contact details, what happened, and how you would like us to put things right.
Contact us
What happens next
We confirm we've received it
We will acknowledge your complaint within [CONFIRM — e.g. 5 working days] of receiving it, and let you know who is handling it.
We look into it properly
We will review your complaint fairly and thoroughly, gathering any information we need to understand what happened.
We give you a full response
We aim to give you a full response within [CONFIRM — e.g. 20 working days]. If we need longer (for example, for a complex matter or one involving our overseas work), we will let you know and keep you updated.
We act on what we find
Where we have got something wrong, we will apologise, explain what happened, and set out what we will do to put it right and prevent it happening again.
If you're still not satisfied
If you are unhappy with our response, please let us know and ask for your complaint to be escalated. It will be reviewed by a senior member of our team or a trustee, who will respond to you.
If, after this, you remain dissatisfied, you can take your complaint to an independent external body:
Independent external bodies
- Fundraising Regulator — for complaints about our fundraising. Complaints should usually be raised within two months of our final response. fundraisingregulator.org.uk
- Charity Commission for England and Wales — for serious concerns about how the charity is run. gov.uk/complain-about-charity
- Information Commissioner's Office (ICO) — for concerns about how we have handled your personal data. ico.org.uk/make-a-complaint
Our commitment to you
- We will treat every complaint seriously, fairly and in confidence.
- You will not be treated differently or disadvantaged for making a complaint.
- We will use complaints to learn and improve what we do.