Effective Date: 1 January 2026
Ibrahim Trust is committed to maintaining high standards in all aspects of its work. We value feedback and take complaints seriously.
This procedure explains how individuals can raise concerns or complaints.
- What Is a Complaint?
A complaint is any expression of dissatisfaction about the services, actions, or decisions of Ibrahim Trust.
This may include concerns about:
- Fundraising activities
- Use of donations
- Conduct of staff or volunteers
- Communication or service quality
- How to Make a Complaint
Complaints can be submitted in writing via email or post.
Email: complaints@ibrahimtrust.org
Postal Address:
Ibrahim Trust
75 Holly Lane
Smethwick
Birmingham
B67 7LD
United Kingdom
Please include:
- Your name and contact details
- Details of the complaint
- Any relevant supporting information
- Complaint Handling Process
Once a complaint is received:
- We will acknowledge receipt within 5 working days.
- We will review the complaint and investigate where necessary.
- We aim to provide a full response within 20 working days.
If additional time is required, we will inform you.
- Escalating a Complaint
If you are not satisfied with the response, you may request that the complaint be reviewed by the trustees of Ibrahim Trust.
- External Organisations
If a complaint relates to fundraising activities and cannot be resolved internally, you may contact the relevant regulatory body.
- Learning From Complaints
Ibrahim Trust views complaints as an opportunity to improve our services and ensure accountability.
All complaints will be reviewed and used to improve our processes where necessary.
- Contact
For all complaints please contact: