Complaints

Complaints

A just and fair high-quality service for all

Our Fair Promise

Muslim Family Centre is committed to providing a high-quality service to all our clients that is just and fair in all cases and is delivered in line with Islamic guidance.

When something does go wrong, we need you to tell us about it. This helps us to improve our standards, improve our service and ensure a better experience for everyone else.

Our aim is that every complaint will improve our standard of service and reduce the risk of it happening again.

We normally resolve the vast majority of complaints in the first instance without any need for any formal procedure but have a comprehensive process for those areas which require correct and in-depth investigation and resolution.

How we use complaints and feedback

We monitor and review all complaints and suggestions to help us identify how we can improve and by having a service which;
is easily accessible.
is simple to understand.
is timely and keeps people informed of progress.
is fair, with full and objective investigation procedures.
maintains the confidentiality of both staff and clients.
effectively addresses all the points at issue, and provides appropriate redress.
provides information to our sharia board so that services can be improved.

Your complaint

Clients are free to refer any complaint about our work, fees or the level of service they have received.

A complaint is defined as an expression of dissatisfaction, whether justified or not, from or on behalf of anyone receiving advice or services through the Muslim Family Centre.

It should also be noted that our remit is to provide impartial advice within Islamic guidelines and thorough procedures are in place to ensure that outcomes are to the highest level of standard possible.

Clients are reminded, within our terms and conditions, that they must not attend expecting a specific outcome – this is not our remit.

Verdicts are neutral and carried out by Islamic experts.

We are committed to high quality client care and are keen to resolve any concerns as soon as possible and in order to do this, will follow our complaints process.

Once a complaint has been submitted, any existing case will be suspended until the complaint has been resolved.

Process

Stage 1

1. Submit your complaint through our complaints form

2. We will send you an e-mail acknowledging receipt of your complaint within three days of receiving it and it will be recorded within our complaints log.

3. We will then investigate your complaint. This will involve passing your complaint to a senior representative, who will review your complaint by reading your file and speaking to the case managers and other team members to ascertain the facts of the case.

4. If an initial review of your complaint does not warrant a detailed investigation, the matter will be dealt with accordingly and you will be informed.

5. The senior representative will then respond to your complaint within 14 days of receipt with their conclusions in writing.

6. If you are not satisfied with their conclusions, your complaint can be moved to stage 2.

Stage 2

1. If upon initial review of your complaint, there are grounds for a detailed investigation, we may contact you for further information. This process will probably also require a meeting.

2. Once the detailed investigation has concluded, we will e-mail you the outcome including information on upheld matters and any remedies needed to be taken or already taken.

3. If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint, including suggestions for resolving the matter, within 21 days of moving onto stage 2.

Stage 3

1. If you remain unsatisfied at the conclusions reached at the end of the process, you should contact us again and we will arrange for an external party to independently review the decision.

2. We will e-mail you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

Monitoring and Learning from Complaints

The Muslim Family Centre Sharia Board will review all complaints quarterly to identify any trends, which may indicate a need to take further action.

Further Information

For further information about our complaints process, please do not hesitate to contact our Principle Mufti Akudi by emailing mufti@muslimfamilycentre.org.

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