1.1 If you have a complaint about any of the trustees, Imams, volunteers, or how the Charity is being managed, please write with full details to:
To Ely Islamic Centre (“EIC/we”) at:
34 Broad Street
Alternatively, please email at:
1.2 We hope that you will not need to use the complaint procedure. However, if you do need to use the complaint procedure, the purpose is to deal with your complaint promptly, fairly, and free of charge.
1.3 Although we have set out below our complaint’s procedure, there may be occasions when we may have to deviate from it to deal with your complaint fairly. We will notify you in advance when there is a need to deviate from the procedure.
2.1 A trustee will send you a letter or an email acknowledging your complaint and may ask you to provide further details that we need to investigate your complaint.
2.1 We will also let you know the name of the person who will deal with your complaint (Complaint Handler). You can expect to receive our letter or email within 7 working days of us receiving your complaint.
2.2 We will record your complaint in our register and open a file to deal with your complaint.
2.3 We will start to investigate your complaint as soon as we have all the details we need. This will normally involve the following steps:
(i) The Complaint Handler will either meet or ask the person whom the compliant is against to reply to them about your complaint.
(ii) The Complaint Handler will examine the reply and the information in your complaint file. If necessary, they will also speak to anyone else in the Charity who may be involved or gather further information as may be required.
2.4 Within 28 working days of starting the investigation or later (by notification), the Complaint Handler will then decide how best to take the matter forward. This will either be by suggesting a meeting with you or they will write to you giving a detailed reply.
2.5 Following the meeting or detailed reply, if you are not satisfied you can write to us again explaining why you are not satisfied with our reply. We will then arrange to review of our decision. This will happen in one of the following ways:
(i) Another trustee of the Charity will review the decision within 14 working days. We will write to you at the end of the review confirming our final position on your complaint and explaining our reasons.
(ii) Only when this is not possible, we will ask a trustee from another registered Islamic charity to review your complaint. We will let you know how long this process will take and let you have details of the trustee and the charity involved within 7 working days.