Complaints and reports
Al Mabarrah International Charitable Association receives complaints, reports and feedback relating to its services, programmes and donation channels, or to any possible breach of its policies, and handles them confidentially and seriously in accordance with internal review procedures that preserve the rights of all parties.
1. What may be submitted?
- A complaint about a service, or about a donation experience or a receipt.
- A complaint relating to an application for assistance, volunteering or partnerships.
- A report of the use of the Association's name or logo to raise donations without permission.
- A report of a possible breach of policies or procedures.
- Feedback relating to privacy or data protection.
- A report of content or an image that is unsuitable for publication.
- A suggestion to improve our services.
2. How to submit
- E-mail: info@almabarrah.ae and write "Complaint" or "Report" in the subject line.
- WhatsApp or phone: +971 50 789 6755.
- The online form on the Contact us page, selecting the "Complaints and reports" category.
- In person at the Association's premises: 116 Khadim Bin Butti Al Hamed Street, The Landmark Building, 34th floor, Abu Dhabi, United Arab Emirates.
3. Information that helps us
- Your name and a means of contacting you, unless you prefer to submit the report without giving your name.
- The type of complaint or report, a description of it, and the date of the incident.
- The transaction or application number, if any.
- Any supporting attachments.
- Whether you wish for confidentiality, and whether you wish to receive a reply.
4. How we handle it
- We confirm to you that the complaint or report has been received.
- We classify it and refer it to the competent function within the Association.
- We review the information and attachments, and contact you if we need clarification.
- We take the appropriate action, and inform you of the outcome where appropriate.
We aim to complete the review within 5 to 15 working days, depending on the nature of the report and whether it requires further verification.
5. Confidentiality and protection of the reporter
We do not share the data of the person submitting the complaint or report except with those responsible for examining it, or as required by the applicable rules. No person who reports in good faith shall be subject to any action because of their report.
6. If your complaint is not resolved
If you do not receive an outcome within the stated period, or you are not satisfied with it, write to us to have it reconsidered. In all cases, you may refer the matter to the Association's licensing authority, the Department of Community Development, Abu Dhabi, through its official channels.
7. Fraud warning
The Association collects donations only through its official channels announced on this website: the online donation page, and its bank accounts listed on the donation page. The Association does not ask for transfers to a personal account. If you are asked to do so in the Association's name, report it to us immediately.