Complaints Procedure
A complaint is an opportunity. An opportunity to improve our organisation, an opportunity to identify where we are going wrong and, most importantly, an opportunity to put things right for our beneficiaries where appropriate.
As an organisation we strive to provide a first-class service, but sometimes we don’t get it right and fail to match our own high standards. This is natural for any organisation — nobody can get it right all of the time. However, what sets us apart from other organisations is how we react when we get it wrong.
This is why complaints are at the heart of our organisation. It is why we take them seriously and endeavour to deal with complaints effectively and efficiently.
A complaint is one of the most important communications we receive — it provides us with an insight into how we operate and how we are perceived by the outside world. It tells us where we are going wrong and identifies flaws in our systems and services; how we can improve and, ultimately, how we can offer a better service to our beneficiaries. This is why complaints must be encouraged and treated with the respect, care and attention they deserve.
This policy details how we deal with complaints. Please take the time to read it carefully and kindly contact us if you have any questions.
Anna Merchuk, Co-Founder
Complaints
Nadiya is committed to providing an excellent service to all our beneficiaries, but occasionally things can go wrong.
We take all complaints seriously and endeavour to resolve all grievances promptly. So please let us know when you feel we have made a mistake or done something you find unsatisfactory. You will help us improve our service further.
How to Complain
Many complaints can be resolved informally. In the first instance, speak — if you feel comfortable — to the member of staff who is working with you or ask to speak to their manger, who will try to resolve the matter.
If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
If you are not satisfied or do not wish to seek an informal solution, you also have the option to pursue a formal complaint. In this case, please write down your complaint and send it to us by email or by post:
Postal Address:
Complaints
Nadiya
Unit 3, Old Dalby Trading Estate
Station Road
Old Dalby
Melton Mowbray
LE14 3NJ
Email Address: complaints@nadiya.org.uk
Complaints Timeframe
We endeavour to respond full and conclusively to all complaints within 10 working days. You will receive acknowledge of your complaint within 5 working days of receipt. You will also be contacted to make sure that we have understood your complaint properly.
Whenever possible, we will deal with the complaint more quickly. If we think it will take longer, we will let you know.
Taking your complaint elsewhere
If you are not satisfied with the response to your complaint that you receive from us, or have not received a response within 10 working days, you may escalate the complaint.
If your complaint relates to fundraising and we are unable to resolve it to your satisfaction, you can refer it to the Fundraising Regulator:
Postal Address:
Fundraising Regulator Eagle House 167 City Road London EC1V 1AW
Email Address: complaints@fundraisingregulator.org.uk
Or if your complaint is related to another area of our work and you do not feel satisfied you can contact the Charity Commission:
Postal Address:
Charity Commission PO Box 211 Bootle L20 7YX
Contact Form: https://forms.charitycommission.gov.uk/