Complaints Procedure
Last updated: September 2026
Rosebuds Sisters is committed to creating a community built upon trust, good character, fairness and respect. As a faith-based Muslim women's organisation, we aim to approach concerns in a manner consistent with Islamic principles of justice, sincerity, compassion, respectful communication and reconciliation where appropriate. We recognise that sometimes things may go wrong. When they do, sisters should feel able to raise concerns without fear of being dismissed, embarrassed or treated unfairly. Our aim is not simply to respond to complaints, but to listen, learn, resolve matters appropriately and continually improve the way Rosebuds Sisters serves its communities.
Our Approach
When dealing with a complaint, we aim to uphold the following principles: Justice ('adl) — complaints will be considered fairly and without favouritism; Respect and adab — everyone involved should communicate respectfully, even where there is disagreement; Listening before judging — we will seek to understand the circumstances before reaching conclusions; Confidentiality — concerns will be handled sensitively and information shared only where reasonably necessary; Reconciliation where appropriate — where suitable, we will encourage constructive communication and resolution; Accountability — mistakes should be acknowledged and addressed where necessary; and Improvement — complaints should help us identify where our processes, leadership or services can be strengthened. We encourage concerns to be raised directly through the appropriate Rosebuds process rather than through gossip, public discussion or social media. However, no one will be expected to pursue informal reconciliation where a complaint involves safeguarding, harassment, discrimination, serious misconduct or another matter where this would be inappropriate.
What You Can Complain About
You may raise a complaint concerning any aspect of Rosebuds Sisters activities or services, including: the organisation or delivery of an event, programme or activity; the conduct of a Rosebuds leader, volunteer or representative; the conduct or management of a local Rosebuds chapter; communication or administration; our website, digital platforms or online communities; the handling of your personal information; inappropriate behaviour within an official Rosebuds space; or another matter directly connected with Rosebuds Sisters. Where your concern relates to another organisation delivering an activity in partnership with Rosebuds, we may need to refer or work with that organisation to address the matter.
Informal Resolution
Where appropriate, minor concerns or misunderstandings may be resolved informally by speaking with the relevant Rosebuds leader or representative. We encourage respectful conversation where this is suitable and both parties feel comfortable doing so. You are not required to attempt informal resolution first, particularly where the matter is serious or sensitive.
How to Make a Formal Complaint
Formal complaints should be submitted in writing to hello@rosebudssisters.org with the subject line 'Complaint'. Where possible, please include: your name and contact details; a clear explanation of what has happened; relevant dates, locations or activities; the names or roles of individuals involved where relevant; any supporting information you believe will help us understand the matter; and, where appropriate, what you would like Rosebuds Sisters to consider doing to resolve the concern. Providing this information helps us review the matter fairly and efficiently.
What Happens Next
We aim to acknowledge a formal complaint within 5 working days. The complaint will then be reviewed by an appropriate person within Rosebuds Sisters who, wherever reasonably possible, has not been directly involved in the matter being complained about. Depending on the nature of the complaint, we may speak with the person making the complaint; speak with relevant leaders, volunteers or other individuals; review correspondence or other relevant information; seek clarification or additional information; or consult an appropriate senior leader, adviser or safeguarding representative. We aim to provide a written response within 20 working days. Some matters may require more time because of their complexity or because information needs to be gathered from several people. Where this happens, we will aim to explain the delay and provide an update.
Fairness to Everyone Involved
We will aim to approach complaints fairly and impartially. Where a complaint concerns another individual, that person will normally be given an appropriate opportunity to understand and respond to the concerns raised about them. Submitting a complaint does not automatically mean that misconduct has occurred. We will consider the available information before reaching any conclusion. Equally, Rosebuds Sisters will not tolerate retaliation, intimidation or unfair treatment towards someone because they have raised a genuine concern in good faith.
Outcomes
Depending on the circumstances, the outcome of a complaint may include: an explanation or clarification; an apology where appropriate; corrective action; changes to a process or procedure; additional guidance, support or training; mediation or facilitated discussion where appropriate; action under Rosebuds Sisters leadership or volunteer procedures; or no further action where the complaint is not substantiated. For privacy reasons, we may not always be able to disclose details of action taken concerning another individual.
If You Are Not Satisfied
If you believe that your complaint has not been appropriately considered, you may request a review by emailing hello@rosebudssisters.org with the subject line 'Complaint Review'. Please briefly explain why you are requesting a review. Where reasonably possible, the review will be carried out by a senior Rosebuds representative who was not responsible for the original decision. We aim to provide a response to the review within a further 20 working days. The review will normally represent the final stage of the Rosebuds Sisters internal complaints process.
Safeguarding Concerns
A concern involving the safety or welfare of a child or vulnerable person should be treated as a safeguarding concern rather than an ordinary complaint. Such matters may need to be referred immediately to the appropriate Rosebuds safeguarding lead and, where necessary, to statutory authorities or emergency services. Safeguarding concerns will not be delayed while the normal complaints procedure is completed. Where someone is in immediate danger, contact the emergency services by calling 999.
Personal Data Concerns
If your complaint concerns the way Rosebuds Sisters has handled your personal information, you may contact us at hello@rosebudssisters.org. You also have the right to raise concerns with the Information Commissioner's Office (ICO). Information about making a complaint to the ICO is available through the ICO website.
Confidentiality
Complaints will be handled as confidentially and sensitively as reasonably possible. Information will normally only be shared with people who need it in order to understand, investigate or respond to the matter. There may be circumstances where we are required to share information with safeguarding professionals, legal advisers, insurers, regulators, statutory authorities or other relevant organisations. We cannot therefore guarantee absolute confidentiality. We also ask everyone involved in a complaint to respect the privacy and dignity of others while the matter is being considered.
Complaints Records
Rosebuds Sisters may keep appropriate records of complaints, investigations, outcomes and actions taken. These records help us identify recurring issues, strengthen governance and improve our services. Personal information collected through the complaints process will be handled in accordance with the Rosebuds Sisters Privacy Policy and applicable data protection requirements.
Vexatious, Abusive or Repetitive Complaints
We will always seek to consider genuine concerns fairly. However, Rosebuds Sisters may limit communication where correspondence becomes abusive, threatening, excessively repetitive or is being used in a way that unreasonably prevents the organisation from carrying out its work. Any decision to limit communication will be made carefully and will not be used simply because somebody has raised a difficult or challenging complaint.
Our Intention
Islam encourages justice, reconciliation, sincere advice and good character when dealing with disagreement. Our intention is therefore to create a complaints process where concerns can be raised with dignity, heard fairly and resolved with wisdom wherever possible, while ensuring that serious matters receive the appropriate level of action.
Ready to raise a concern? Email us directly.
hello@rosebudssisters.org