Holy Defence is a vibrant and progressive organisation working to reflect and
represent members’ views within the Somali community. Holy Defence aims to
provide high quality support and advice to all of our members at all times. This
procedure is intended to ensure that Holy Defence members are aware that:
• Anyone wishing to make a complaint knows how to do so.
• Holy Defence responds to the complaint quickly and in a courteous and efficient
way.
• Members’ complaints are taken seriously and properly dealt with.
• Holy Defence learns from complaints and where complaints are found to be
justified, takes appropriate measures. How a complaint can be made:
The procedure provides for three levels or stages: Stage 1 – Informal / problem
solving Many complaints or potential complaints can be resolved readily and quickly
by discussing the complaint with the Adviser. This is where the process should start
and unless there are exceptional circumstances there should be full discussions at
the informal stages as a first step. Complaints at stage one may be made either
orally or in writing or both.
Stage 2 This stage involves a formal complaint to the Manager via email. The
complainant will receive an acknowledgement within seven working days. Regard
will be given to the complexities of the case concerned, but it is Holy Defence
intention to complete and respond to the investigation process within two months.
The member will be kept advised of the progress of the investigation and any
reasons for delay. The designated officer will investigate whether the complaint is
justified and will advise the member of the action that will be taken. To aid the
investigation, it would be beneficial if the complainant clearly stated what they
wished Holy Defence to do and the outcome being sought.
At the conclusion of the investigation the complainant will also be informed that if
they remain dissatisfied with the way that their complaint has been dealt with, they
can apply to the Company Director. Such an application for a review must be made
within 28 days of the date of the said letter. This review is known as stage 3 via email
directly to the Director Secretary