HCR Complaints Policy

Humanity Care Relief (HCR) is committed to providing high-quality services and upholding the highest standards in all our activities. We recognize that occasionally there may be concerns or complaints regarding our services or the conduct of our staff or volunteers. This Complaints Policy outlines our commitment to addressing complaints effectively and in accordance with UK laws, ensuring fairness, transparency, and accountability.

The purpose of this policy is to ensure that complaints are dealt with promptly, fairly, and constructively. It applies to all complaints received from beneficiaries, donors, partners, and members of the public concerning any aspect of HCR’s operations, including fundraising, communication, and service delivery.

Complaints can be made through the following channels:

All complaints received via phone call or WhatsApp will be acknowledged within three working days. This acknowledgement will include an initial response and an estimated timeframe for a full investigation and response.

Upon receipt, each complaint will be logged and assigned to a relevant member of the team for investigation. The investigation will involve gathering all relevant information and, where necessary, speaking with involved parties to understand the issue fully.

A detailed response will be provided to the complainant within 15 working days of receiving the complaint. If the complaint involves complex issues requiring more time, the complainant will be informed of the delay and given a revised timeline.

HCR aims to resolve all complaints to the satisfaction of the complainant wherever possible. If the complainant is not satisfied with the initial response, they may request a review of the complaint by the Chief Executive Officer (CEO) or a designated senior staff member. The CEO or designated person will review the complaint and the response provided, and a final decision will be communicated to the complainant.

All complaints will be handled in accordance with UK data protection laws. Information related to complaints will be kept confidential and only shared with individuals involved in the investigation and resolution process. Personal data provided by the complainant will be used solely for the purpose of handling the complaint.

HCR is committed to continuous improvement. All complaints are seen as an opportunity to learn and improve our services. After a complaint is resolved, a review will be conducted to identify any areas for improvement and to implement changes to prevent similar issues in the future.

Complaints involving serious misconduct, such as fraud, safeguarding issues, or other illegal activities, will be reported to the appropriate authorities in accordance with UK laws and regulations. HCR will cooperate fully with any investigations carried out by law enforcement or regulatory bodies.

This Complaints Policy is accessible to all stakeholders. It is available on the HCR website and can be provided in alternative formats upon request. We are committed to making our complaints process accessible and welcoming to all, including those with disabilities or language barriers.

For any complaints or concerns, please use the following contact details:

This policy will be reviewed annually or as required by changes in UK law or organizational needs. Updates will be made to ensure continued compliance and effectiveness in handling complaints.

We are a UK-based international relief and development charity. Inspired by Islamic teachings of empathy, generosity, and selflessness, we focus on alleviating poverty and suffering across the world. We operate a 100% Zakat Policy, which means every single penny of your Zakat will go to the victims of poverty, wars, and natural disasters.

Before you support our Food Appeal, Water Appeal, Gaza Emergency Appeal, Syria Emergency Appeal, Pakistan Floods Appeal, or any Emergency Appeal, remember to make the intention that you are donating for the sake of Allah first and helping your fellow Muslim brothers and sisters second. This is very important because as Muslims, whatever act of worship we do, we do it for the sake of Allah.

Along with our emergency appeals, we are working on some amazing projects which will, Insha’Allah, bring prosperity to many Muslim homes from around the world. Donate your Sadaqah and Zakat to our projects like Build a Masjid, Livelihoods for the Poor, Sponsor a Widow, Sponsor an Orphan, Sponsor a Nikah, Donate a Sewing Machine, or help educate the Ummah by donating towards education projects, Sponsoring a Hafiz, Sponsoring a Child in Education, or supporting young people in university and Islamic education. Donate with confidence, Insha’Allah, every penny of your donation is your Amanah, and we will try our best to spend it on people who are in need.

Every year, we as Muslims celebrate two seasons the most: one, Ramadan, and two, the first ten days of Dhul Hijjah. During these blessed days, we put all our efforts into pleasing Allah سُبْحَانَهُ وَتَعَالَى by performing good deeds. Here at HCR, we provide you with the platform to perform an important act of worship: charity. In Ramadan, you can donate to the Ramadan Food Appeal, and Ramadan Zakat Appeal, Donate Your Fidyah, Donate Your Fitrana, and Pay Your Kaffarah for Breaking Oath or Breaking Fast, especially during the blessed nights of Laylatul Qadr. In Dhul Hijjah, we are here to help fulfil your duty of performing Qurbani. Whichever cause you choose, choose it with confidence. Insha’Allah.