Sabeel Foundation is committed to delivering a high standard of service to anyone who engages with our work.
We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves.
The Charity recognises and acknowledges any expression of dissatisfaction as a potential complaint whether it comes in person or by telephone, letter, fax or email. It does not regard complaints negatively but more as a means of monitoring and improving performance and gauging public perception.
You can provide you feedback by phone on 0333 888 0123 email firstname.lastname@example.org or, alternatively, you can write to the following address:
8-10 Glastonbury road, Yardleywood, Birmingham B14 4DR
Tel: 0333 888 0123
A central record of all complaints will be kept by the Complaints Co-ordinator, HR Department, email email@example.com or her nominated representative in her absence. The Complaints Co-ordinator will be responsible for ensuring proper records and data is maintained, complaints are forwarded to or handled by the appropriate departments, and the outcomes are properly recorded.
Complaints will be handled by departmental complaints co-ordinators:
- For General or Financial Complaints: Finance & Admin Manager
- For Fundraising Complaints: Fundraising Manager
- For Orphan Care Complaints: Orphan Care Manager
We will acknowledge all complaints and provide an initial response to your feedback within 10 working days of receipt.
Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.
If you are not happy with the response you receive, you can escalate your concerns. In such cases, a report will be passed to a Panel of least two Directors for consideration; the complainant will have the right to appear, accompanied by a friend who is not in a legal capacity. The decision of the Panel will be communicated, in writing, to the complainant within 10 working days advising them of the Panel’s conclusions and resolutions.
If the complainant remains dissatisfied then they will have one month from receipt of the Charity’s response to request that the matter be passed to either the Fundraising Standards Board (FRSB), if the complaint is about fundraising activities, or the Charity Commission where it will be investigated by an independent body following their individual organisations’ code of conduct.
If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Standards Board, the self-regulator for fundraising in the UK, to consider it by:
- submitting your complaint through the FRSB website www.givewithconfidence.org.uk
- writing to Fundraising Standards Board, 65 Brushfield Street, London E1 6AA, or
- calling – 0333 321 8803
Sabeel Foundation is a member of the Fundraising Standards Board and we agree to abide by its decisions. Please note that the Fundraising Standards Board can only consider complaints received within 3 months of the original incident.
The Fundraising Standards Board will investigate your complaint within 20 working days of receiving it and if you are not satisfied with its conclusions, you can request that their Board of Directors look at it again. Their decision will be made within 60 calendar days, will be final and will be made public.