Kashmir Orphan’s Relief Trust (KORT) is committed to providing high-quality services to support the neediest children and young people at KORT. If you have a concern, we want to hear about it so we can improve our standards and make sure that we are providing the best possible service to the children we look after, our donors, and to our staff and stakeholders.
If you have a complaint, please contact us with the details in writing. We are committed to address complaints within 8 weeks and will acknowledge receipt of your complaint in writing before this time.
All complaints will be dealt with diligently and confidentially.
2. If you complain, what will happen next?
a. If you are living in the UK, we will send you a letter or email acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this policy. If you are in Azad Kashmir, we will aim to acknowledge receipt of your complaint within five working days.
b. We can only acknowledge receipt of and respond to complaints if valid contact details are provided.
c. We will then investigate your complaint. This will normally involve passing your complaint to a trustee of KORT. The trustee will review your complaint and speak to or contact all those who he/ she considers relevant to the case.
d. The trustee handling your complaint will contact you within 14 days to arrange a mutually convenient time, date, and place to discuss your complaint. In Azad Kashmir the trustee will contact you within 21 days.
e. Within five days of the meeting/discussion, the trustee will write to you to confirm the outcome of the enquiry and any solutions that have been agreed with you.
f. If you do not want a meeting or it is not possible to meet, the trustee will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
g. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the Vice Chair or Chair of KORT to review the trustee’s decision.
h. We will write to you within 21 days of receiving your request for a review, confirming our final position on your complaint, and explaining our reasons.
i. If you are still not satisfied, you can then contact the Charity Commission. Contact details are available on the Charities Commission website. https://www.gov.uk/complain-about-charity
KORT Complaints Team
Unit F6, Leicester Business Centre
111 Ross Walk
Leicester, LE4 5HH
Tel: 0300 123 7774
Email: [email protected]
