Our Complaints Process

From time to time an individual or organisation may feel it has not enjoyed the best possible service that Sufra NW London aims to provide. In such instances, it is important that when a complaint is made, the circumstances are investigated, and any corrective action is undertaken within reasonable time limits.

How to Make a Complaint

Initially, complaints should be raised informally by speaking to the member of staff or volunteer concerned. If this is not appropriate, the complaint should be raised with a member of the Management Team.

Any complaint should be made in writing to the Deputy Director of Sufra NW London via our Complaints form. When this is not appropriate, the complaint can be addressed to the Executive Director, or to the Chair of the Board of Trustees when necessary.

Complaints Form

What Happens Next?

1. Acknowledgment
   We will acknowledge your complaint within 7 working days of receiving it.
2. Investigation
   Your complaint will be thoroughly investigated by the appropriate team.
3. Reply
   We aim to reply to all complaints within 20 working days. If we need more time, we will keep you informed of our progress. We will provide you with a written response explaining our findings and any actions taken.

Further Steps

If you are not satisfied with the outcome of your complaint, you may request an appeal. We will explain how to do this in our response.

Commitment to Improvement

All complaints help us identify areas where we can improve. We regularly review complaint trends and outcomes to enhance our services and prevent future issues.