+94 (0) 112 076 159 mail@muslimaidsl.org

Feedback & Complaints

Aid welcomes your feedback

Muslim Aid is a learning organisation, and welcomes your feedback, whether positive or negative. All communication will assist the organisation to improve its services. Muslim Aid is always pleased to have feedback regarding its services. If you have communicated with Muslim Aid to make a comment the organisation may wish to use your positive feedback to promote its work, but will seek your approval if it wishes to do so.

Who to contact and how
You can contact the organisation via our complaints hotline – +94 77 073 4455 or through email at feedback@muslimaidsl.org , or write to the Muslim Aid Sri Lanka Office, No.22, School Lane, Nawala Road, Rajagiriya or to Muslim Aid Head office in UK.

How Muslim Aid will respond to your communication or complaint?
Muslim Aid, keen to consistently improve its services, also welcomes any complaints. If you are unhappy with the service Muslim Aid offers and wish to make a complaint, speak in the first instance to the relevant member of staff responsible for the service. Many issues can be resolved by a discussion with the staff person responsible or with their local manager, and Muslim Aid will try to resolve the matter immediately through such a discussion. If this process is not satisfactory and you wish to proceed to make a formal complaint it must be put in writing and signed. A third party can assist non-literate complainants. A Complaint Form is available.

Complaint form

This form is for the use of Muslim Aid, donors, partners, funders and beneficiaries to facilitate feedback regarding Muslim Aid services. Please complete the form and return to feedback@muslimaidsl.org


Timing of response
Muslim Aid will acknowledge any written complaints in writing within one week of receiving the complaint. It will provide a full written response to all complaints within one month from the date of receiving the complaint, explaining how the organisation has investigated those complaints and what action has been taken. If there are special circumstances which extend this timing we will communicate this time-delay to you. If you feel Muslim Aid has been unable to resolve your complaint satisfactorily, you may appeal to a more senior manager. They will investigate the complaint and provide a
written response within 30 working days of the appeal.

Maintaining confidentiality
Your comments will be treated in the strictest confidence, in line with Muslim Aid’s confidentiality policy. Muslim Aid has a responsibility to safeguard confidential information about donors, partners, funders and beneficiaries.