Charity: NATIONAL SADAQA FOUNDATION (Charity No. 1206401)

Organisation type: Charitable Incorporated Organisation (CIO)

Version: v1.0

Status: Draft for Board approval

Date: 06 February 2026

Purpose

To ensure NSF handles complaints fairly, promptly and transparently, and uses feedback to improve.

1. What is a complaint?

• A complaint is an expression of dissatisfaction about NSF’s actions, decisions, services, or the conduct of those acting on behalf of NSF.

2. How to complain

• Complaints should be made in writing (email or letter) to NSF’s published complaints contact.
• Where appropriate, NSF will support people who have difficulty submitting in writing.

3. What to include

• Name and contact details; what happened; dates; what outcome is sought; and any relevant evidence.

4. Our process

• Acknowledgement: within 5 working days.
• Investigation: objective review by an appropriate trustee/officer not directly involved.
• Response: normally within 20 working days (or we will explain any delay and give a revised timeframe).

5. Escalation

• If the complainant is dissatisfied, the matter may be reviewed by the Chair or a panel of trustees who were not involved in the first decision.

6. External routes

• If the complainant remains dissatisfied, they may raise concerns with the Charity Commission where the issue relates to serious wrongdoing or governance.

7. Recording and learning

• NSF records complaints and outcomes and reviews themes to drive improvements.

8. Review

• Reviewed annually.

Appendix: Complaints contact (complete before publication)

• Complaints email: enquiries@nsfuk.org
• Complaints postal address: National Sadaqah Foundation
  Unit 17-18 Silicone Centre
  28 Wadsworth Road
  Perivale, Middlesex, UB6 7JZ
  United Kingdom