Ummah Hands strives to provide high-quality service in all areas, but we understand that sometimes we may be unable to meet your needs or request. We seek to be wholly accountable to all our supporters and all those involved in carrying out the vital work we do. Your views are very important to us and we take all feedback we receive very seriously. It also helps us to improve our relation and service to the community. We appreciate all your comments, concerns, or complaints you may have as they give us an opportunity to learn and prevent any possible errors. We will record, monitor, and use your complaint to inform and enhance future practices at Ummah Hands.
You may choose to make a complaint if you are dissatisfied with Ummah Hands, any services or information we provide, and/or the behavior of any member of staff. We will treat every complaint seriously, with sensitivity, discretion, and understanding. We would like to assure you that your complaint will be investigated thoroughly and you will receive a full response within the shortest possible time. In order for Ummah Hands to investigate complaints adequately, we may need to ask you some questions and seek further information from yourself and others.
In rare cases, we may choose not to respond to a complaint at all.
This may occur when:
At Ummah Hands, to formally raise a complaint we request that you do it in writing so we are able to understand and respond to the situation quickly and appropriately. When making your complaint you should state clearly and briefly; what went wrong, when and where it happened, who was involved, what you expect from your complaint (response), your name, address, and contact details (telephone and/or email).
If you have any comments, concerns, or complaints, please email us at info@ummahhands.org
You can also write to us at:
Complaints Officer, Ummah Hands, Kemp House, 152 – 160 City Road, London EC1V 2NX
Please note – we aim to deal with all concerns and complaints as quickly as possible and with full confidentiality. We aim to contact you within 10 working days and assure you that complaints will be handled in a fair and sensitive manner. If at any stage we think that the complaint investigation will take longer we will let you know. This may be the case if the complaint investigation is complex or it requires the collection of statements from multiple people. Once we have investigated your complaint, we will send you a written response which will inform you of any action we will take and/or any general action we plan to take to improve our services in the future.
