Feedback and Complaints

Muslim Aid welcomes your feedback

Muslim Aid is a learning organisation, and welcomes your feedback, whether positive or negative. All communication will assist the organisation to improve its services. Muslim Aid is always pleased to have feedback regarding its services. If you have communicated with Muslim Aid to make a comment the organisation may wish to use your positive feedback to promote its work, but will seek your approval if it wishes to do so.

Who to contact and how

You can contact the organisation through email at feedback@muslimaid.org , or write to the Muslim Aid UK Office, 1st Floor LMC Business Wing, 38-44 Whitechapel Road, London E1 1JX or to the local Muslim Aid office.

How Muslim Aid will respond to your communication or complaint?

Muslim Aid, keen to consistently improve its services, also welcomes any complaints. If you are unhappy with the service Muslim Aid offers and wish to make a complaint, speak in the first instance to the relevant member of staff responsible for the service. Many issues can be resolved by a discussion with the staff person responsible or with their local manager, and Muslim Aid will try to resolve the matter immediately through such a discussion. 

If this process is not satisfactory and you wish to proceed to make a formal complaint it must be put in writing and signed. A third party can assist non-literate complainants. A Complaint Form is available.

Complaint Form

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This form is for the use of Muslim Aid, donors, partners, funders and beneficiaries to facilitate feedback regarding Muslim Aid services. Please complete the form and return to feedback@muslimaid.org

Timing of response

Muslim Aid will acknowledge any written complaints in writing within one week of receiving the complaint. It will provide a full written response to all complaints within one month from the date of receiving the complaint, explaining how the organisation has investigated those complaints and what action has been taken. If there are special circumstances which extend this timing we will communicate this time-delay to you. If you feel Muslim Aid has been unable to resolve your complaint satisfactorily, you may appeal to a more senior manager. They will investigate the complaint and provide a written response within 30 working days of the appeal.

Maintaining confidentiality

Your comments will be treated in the strictest confidence, in line with Muslim Aid’s confidentiality policy. Muslim Aid has a responsibility to safeguard confidential information about donors, partners, funders and beneficiaries.

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Tel: 020 7377 4200

Charity CIO No. 1176462

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