COMPLAINTS

At Harif, we value all our supporters and are committed to delivering the highest possible standard of service. We aim to treat all our supporters and users of our services with the highest level of respect. However, if we ever fall short of the standards you expect or if you are unhappy with any aspect of our activities including fundraising, we’d like to know so that we can prevent the problem from happening again.
Our commitments to you are:
• To provide a fair complaints procedure that is clear and easy to use.
• Ensure that all complaints are investigated in a timely manner and dealt with professionally, efficiently and fairly.
• To treat all complaints seriously.
• To always treat you with courtesy and respect.
We see the complaints process as a means of reviewing our practices and processes and thereby improving the services which we provide.

All complaints should be submitted by email to info@harif.org
We’ll acknowledge receipt of your complaint within five working days.
Once we’ve reviewed your complaint, we’ll contact you about your concerns to ensure we fully understand your complaint.
We’ll make every effort to resolve your complaint quickly and fairly and will provide a written response.
You will need to submit:
Your Full Name (required)
Your Telephone Number (optional, but may speed up the process if we need more information)
Your Full Address (required)
Your Email (required)
Complaint Details (required)
Tell us what outcome you would like to see as a result of this complaint (required)
Harif is committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it has been unresolved by us then the Fundraising Regulator can investigate your complaint. You must contact them within two months of receiving your response from us.
Contact can be made via the online complaints form here or via telephone: 0300 999 3404
Alternatively if your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact The Charity Commission, PO Box 1227
Liverpool L69 3UG, ‘phone 0845 3000 218, website www.charity-commission.gov.uk.