Karimah’s Cuisina views complaints as an opportunity to learn and improve for the
Future, as well as a chance to put things right for the person/ Persons that has
made the complaint.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone
wishing to make a complaint
- To publicise the existence of our complaints procedure so that people know how to
contact us to make a complaint
- To make sure everyone at Karimah’s Cuisina knows what to do if a complaint is
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any
aspect of Karimah’s Cuisina.
Where Complaints Come From
Complaints may come from
Volunteers, Members of the Public, Stakeholders/ Doners. Service Users or Any Person that has a legitimate interest in Karimah’s Cuisina.
A complaint can be received verbally, by phone, by email .
All complaint information will be handled sensitively, telling only those who need to
know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with The board of
This policy is reviewed regularly and updated as required.
Adopted On: 06th March 2015
Last reviewed: 06th March 2015
Complaints Procedure for Karimah’s Cuisina
Publicised Contact Details for Complaints:
Written complaints may be sent to Karimah’s Cuisina by e-mail
Verbal complaints in person to any of Karimah’s Cuisina Board Members, Staff or Volunteers at any of our Events or Activities.
Complaints may arrive through channels publicised for that purpose or through any
other contact details or opportunities the complainant may have.
Complaints received by telephone or in person need to be recorded.
The person who receives a phone or in person complaint should:
- Write down the facts of the complaint
- Take the complainant’s name, address and telephone number
- Note down the relationship of the complainant to Karimah’s Cuisina (for
example: client, member)
- Tell the complainant that we have a complaints procedure
- Tell the complainant what will happen next and how long it will take
- Where appropriate, ask the complainant to send a written complaint by email so that the complaint is recorded in the complainant’s own words.
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 maybe able to resolve it swiftly and should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to Karimah Bint Dawoud within 7 Days.
On receiving the complaint, the complaint must be logged in a complaints Book.
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 7 Days of receiving it.
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 28 Days. If this is not possible because for example due to an investigation that 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.
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 Board of Trustees
The request for Board level review should be acknowledged within 7 Days of
The acknowledgement should say who will deal with the case and when
the complainant can expect a reply.
The person who receives Stage Two complaints 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.
If the complaint relates to a specific person, they should be informed and given a
further opportunity to respond.
The person who dealt with the original complaint at Stage One should be kept
informed of what is happening.
Ideally complainants should receive a definitive reply within 28 Days. 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 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.
The decision taken at this stage is final, unless the Board decides it is appropriate to
seek external assistance with resolution.
The complainant can complain to the Charity Commission at any stage.
Information about the kind of complaints the Commission can involve itself in can be
found on their website at: http://www.charitycommission.gov.uk/publications/cc47.aspx%5D
Variation of the Complaints Procedure
The Board may vary the procedure for good reason. This may be necessary to avoid
a conflict of interest, for example, a complaint about the Chair should not also have
The Chair as the person leading a Stage Two review.
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Practical Guidance for Handling Verbal Complaints
- Remain calm and respectful throughout the conversation
- Listen – allow the person to talk about the complaint in their own words.
Sometimes a person just wants to “let off steam”
- Don’t debate the facts in the first instance, especially if the person is angry
- Show an interest in what is being said
- Obtain details about the complaint before any personal details
- Ask for clarification wherever necessary
- Show that you have understood the complaint by reflecting back what you have
- Acknowledge the person’s feelings (even if you feel that they are being
unreasonable) – you can do this without making a comment on the complaint
itself or making any admission of fault on behalf of the organisation
e.g “I understand that this situation is frustrating for you”
- If you feel that an apology is deserved for something that was the responsibility
of your organisation, then apologise
- Ask the person what they would like done to resolve the issue
- Be clear about what you can do, how long it will take and what it will involve.
- Don’t promise things you can’t deliver
- Give clear and valid reasons why requests cannot be met
- Make sure that the person understands what they have been told
- Wherever appropriate, inform the person about the available avenues of review