1. How to raise a complaint

To raise a fundraising complaint, contact us by any of the following methods:

2. What to include in your complaint

To help us investigate promptly, please provide:

• Your full name and contact details
• The date and amount of any donation concerned
• Your payment reference if available (from your SumUp confirmation email)
• A clear description of the complaint
• What outcome you would like

3. Our response timeframe

We will:

• Acknowledge your complaint within 5 working days
• Provide a full written response within 14 working days
• If an investigation takes longer, we will update you and provide an estimated completion date

4. Escalation within the organisation

If you are not satisfied with the initial response, you may request that your complaint be reviewed by a trustee of the Shia Welfare Association. Please make this request in writing, addressed to the Trustees at the address above. Trustee review will be completed within 28 working days of receipt.

5. Escalation to the Fundraising Regulator

If you are still not satisfied after our full internal process, you may refer your complaint to the Fundraising Regulator. The Fundraising Regulator handles complaints about fundraising practices by charities registered in England and Wales.

The Fundraising Regulator cannot award compensation, but it can investigate complaints and make recommendations about our fundraising practices.

6. Fundraising preferences and opt-out

We do not send unsolicited fundraising communications by email, post, or phone without your consent. If you have received a communication you did not consent to, or if you wish to update your contact preferences, please contact us using the details above. We will remove or update your preferences promptly.

7. Charity Commission

If your complaint relates to serious misconduct or mismanagement of charitable funds rather than fundraising practice specifically, you may also report your concerns to the Charity Commission for England and Wales at gov.uk/complain-about-charity ↗