Complaints and Feedback 

Global Rahmah Foundation (GRF) wants to hear from you — whether that's a compliment, a suggestion, or a complaint. Feedback helps us do our work better, and if something has gone wrong, we want the chance to put it right. 

Our commitment to you 

We take every complaint seriously. We will: 

  • listen to your complaint and treat you with respect, whoever you are and wherever you are in the world; 

  • acknowledge your complaint within 2 working days; 

  • look into it fairly and let you know the outcome, normally within 10 working days of acknowledging your complaint — if it takes longer, we'll tell you why and when to expect a response; 

  • keep your information confidential, sharing it only with people who need to know it to deal with your complaint; 

  • never charge you to make a complaint, and never treat you unfairly for having made one, in good faith. 

What you can complain about 

You can complain about anything connected to GRF's work, including: 

  • the quality or conduct of a GRF programme or activity; 

  • a fundraising approach, campaign, or the conduct of someone fundraising for GRF; 

  • the behaviour of a GRF staff member, volunteer, trustee, contractor or partner organisation; 

  • our communications or digital channels; or 

  • how we have handled your personal information. 

How to complain 

You can make a complaint in whichever way is easiest for you: 

  • Online: use our complaints form [link to be inserted when the online form is activated] (see Section B of this framework for the form itself) 

  • Email: complaints@grfuk.org 

  • Telephone: 0161 302 7888 (from outside the UK: +44 161 302 7888), Monday to Friday, 9am to 5pm. Outside these hours, leave a message and a contact number and we will return your call within 2 working days 

  • Post: Complaints, for the attention of the Operations Manager, Global Rahmah Foundation, Unit 21, Waters Edge Business Park, Modwen Road, Salford M5 3EZ 

  • In person: speak to any GRF staff member or volunteer, who will make sure your complaint is passed on and recorded 

What to tell us 

To help us look into your complaint, please tell us: 

  • what happened, and when and where; 

  • who or what was involved; 

  • what outcome you are hoping for; and 

  • how we can best contact you. 

You do not have to give your name if you would prefer not to, though this may limit what we are able to investigate or tell you in response. See "Anonymous complaints" below. 

If you're reporting an immediate danger 

This page and our online form are for complaints and feedback about GRF's work. They are not an emergency reporting service. If you or someone else is in immediate danger, please contact your local emergency services first. If you are reporting a safeguarding concern — for example, about the safety or wellbeing of a child or an at-risk adult — please say so clearly when you contact us, by any of the routes above, so we can respond immediately. See "Safeguarding concerns" below. 

Making a complaint on behalf of someone else 

You can make a complaint on behalf of another person, for example a family member or someone you support. Please let us know your relationship to them, and if possible, confirm they are aware of your complaint. 

Anonymous complaints 

We will consider anonymous complaints, but we may not be able to investigate them fully or respond to you directly if we cannot contact you. 

Accessibility 

If you need us to make this process easier for you — for example, because you need information in a different format, you would prefer to speak to someone rather than write, or you need language support — please tell us and we will do what we can to help. 

Confidentiality 

We will keep your complaint confidential and only share information with people who need to know it to deal with your complaint properly, assess any risk, or meet a legal obligation. 

Safeguarding concerns 

If your concern is about the safety or wellbeing of a child or an at-risk adult, please tell us straight away using any of the contact routes above, and make clear that it is a safeguarding concern. We will treat it as a priority and respond immediately, under our Safeguarding Policy and Procedure. 

What happens after you complain 

  1. We will acknowledge your complaint within 2 working days. 

  1. We will assess it and let you know who is looking into it. 

  1. We aim to give you a full response within 10 working days of acknowledging your complaint. If we need longer, we will explain why and tell you when to expect a response. 

  1. If you are not happy with our response, you can ask us to review it — normally within 10 working days of receiving our decision. We aim to complete a review within a further 10 working days. If you are still not satisfied, you can ask for a final review by our Board of Trustees. 

If you're still not satisfied 

If you have been through our process and remain unhappy, you may be able to take your complaint further, depending on what it is about: 

  • Fundraising complaints: you can contact the Fundraising Regulator, the independent body for fundraising complaints in the UK, using its online form at https://www.fundraisingregulator.org.uk/service/complaints-and-investigations/make-complaint or by phone on 0300 999 3407. 

  • Data protection complaints: you can contact the Information Commissioner's Office (ICO) at any time using its Make a complaint page at https://ico.org.uk/make-a-complaint/. 

  • Wider concerns about GRF as a charity: you can contact the Charity Commission for England and Wales using the Raising a concern form at https://forms.charitycommission.gov.uk/raising-concerns/.