Publicised Contact Details for Complaints:

1.1        Written complaints may be sent to Syria Relief (hereinafter referred to as “The Charity”), marked for the attention of the Chief Executive Officer (hereinafter referred to as the “CEO”) to Syria Relief, Advocates House, 4 Market Street, Denton, Manchester M34 2XJ; or by e-mail at info@syriarelief.org.uk.

  • Verbal complaints may be made by phone to 0161 860 0163 or in person to the management staff at Syria Relief, Advocates House, 4 Market Street, Denton, Manchester M34 2XJ.
  1. Resolving Complaints
  • Stage One
  • In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

2.1     Whether or not the complaint has been resolved, the complaint information should be passed to the CEO within 1 WEEK.

  • On receiving the complaint, the CEO records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.
  • If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
  • Complaints should be acknowledged by the person handling the complaint within 2 WEEKS. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
  • Ideally complainants should receive a definitive reply within 4 WEEKS. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
  • Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
  • Stage Two

2.2     If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level.  At this stage, the complaint will be passed to The Chairman of the Board of Trustees.

2.3    The request for Board level review should be acknowledged within 2 WEEKS of receiving it.  The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

2.4     The Chairman may investigate the facts of the case themselves or delegate a suitably senior person to do so.  This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.

2.5     If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.

2.6     The person who dealt with the original complaint at Stage One should be kept informed of what is happening.

2.7     Ideally complainants should receive a definitive reply within 4 WEEKS. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

2.8     Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

2.9     The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.

3.       External Stage

3.1     The complainant can complain to the Charity Commission at any stage.

3.2     Information about the kind of complaints the Commission can involve itself in can be found on their website at: www.charitycommission.gov.uk/publications/cc47.aspx]