Communication and complaints
Official communication channels, complaints procedures, and time frames
Communication and complaints policy
Company establishment date: June 29, 2026 | Version: 2.0 At 4Relief Humanitarian Foundation, we believe that every complaint is an opportunity to improve and build confidence. This policy specifies available communication channels, complaints procedures, time frames for response, and escalation mechanisms. This policy complies with the following international standards: • GDPR requirements for responding to data subject complaints • ISO 10002:2018 standards for customer complaints management • European consumer protection law (Directive 2013/11/EU Alternative Dispute Resolution) • UK Consumer Rights Act and ADR Rules 2015 • Turkish Consumer Protection Law No. 6502/2013
Official communication channels
To contact the 4Relief team, use the appropriate channel for your inquiry: ┌───────────────────────────────── ─────────────────────────────────┐ │ Purpose │ Email │ Duration of response │ ├──────────────────────────┼───── ───────────────────┼─────────────┤ │ General inquiries │ info@forrelief.org │ 24 hours │ │ Complaints and concerns │ info@forrelief.org │ 48 hours │ │ Refund requests │ info@forrelief.org │ 48 hours │ │ Privacy and data protection │ info@forrelief.org │ 72 hours │ │ Report fraud │ info@forrelief.org │ 24 hours │ │ Legal inquiries │ info@forrelief.org │ 5 business days │ │ Unsubscribe requests │ info@forrelief.org│ 24 hours │ │ Field Partnerships │ info@forrelief.org │ 5 working days │ │ Media and Press │ info@forrelief.org │ 48 hours │ └───────────────────────────────── ─────────────────────────────────┘ Alternative to direct communication: Contact form on the website: /contact Available around the clock, a response will arrive within 24 business hours. Official working hours: Sunday to Thursday: 9 am - 6 pm (Cairo time GMT+2) Friday and Saturday: Closed (Monday inbox will be processed) Emergencies (fraud and security): 24/7
Types of complaints we handle
We deal with all of the following types of complaints: 1. Financial transaction complaints: • Double or false deduction • Not receiving the donation receipt • Problems in the recovery process • Monthly subscription discount after cancellation • The difference between the amount offered and the amount discounted 2. Privacy and data complaints: • Use of personal data without permission • Difficulty exercising GDPR rights (deletion, correction, access) • Continue receiving messages after unsubscribing • Concerns regarding sharing data with third parties 3. Service quality complaints: • Delayed response to inquiries • Inaccurate or misleading information on the site • Difficulty navigating or using the site • Failure to respond to requests for assistance 4. Transparency complaints: • Concerns about the use of donated funds • Lack of updates about campaigns • Lack of clarity in financial reports • Doubts about the integrity of any of the organization’s operations 5. Fraud and Security Complaints: • Suspicion of fraudulent transactions • Alleging impersonation of 4Relief employees • Questioning the legitimacy of a particular campaign • Report security vulnerabilities on the site
Stages of complaint processing in detail
We follow a clear and time-bound methodology to address each complaint: The first stage — receipt and confirmation (within 48 working hours): • The complaint is received and recorded in our internal system • An automatic receipt confirmation is sent with a unique reference number (#REF-XXXXX) • The priority level is determined according to the nature of the complaint (regular / urgent / emergency). • A specialized employee is appointed to follow up on the complaint The second stage - investigation and collection (within 5 working days): • The assigned employee reviews all relevant details • Communicates with internal stakeholders (financial, technical, partnerships) • Collects the necessary evidence and documents • Additional information is requested from the complainant if necessary Phase Three — Decision and Notification (within two business days of the end of the investigation): • The complainant shall be notified of the decision with an explanation of the reasons • Actions taken or planned to be taken are mentioned • If the request is not completely accepted, the reasons will be clearly stated • Escalation options are mentioned if the complainant is not satisfied with the decision Phase Four - Implementation (according to the agreed upon schedule): • Agreed corrective actions are implemented • The implementation of the decision is followed up internally Stage 5 — Complaint closure and satisfaction assessment (within 3 days of implementation): • A short satisfaction survey is sent to the complainant • The complaint and its resolution are recorded in the internal database for learning from it • The complaint is included in the periodic quality improvement report
Escalation and appeal mechanisms
If you are not satisfied with the decision: Level 1 - Complaints Manager: • Contact info@forrelief.org stating your reference number and the reason for your dissatisfaction • The file is reviewed by a different manager than the first employee • Response time: 5 working days Second level - senior management: • If the issue is not resolved at the first level, you can request a senior management review • Email info@forrelief.org with “Official Escalation” in the subject line • Response time: 10 working days Level Three - External Parties: For European users: • Electronic dispute settlement platform: ec.europa.eu/consumers/odr • Local data protection supervisory authority (for privacy complaints) For British users: • Information Commissioner’s Office (ICO): ico.org.uk (for privacy complaints) • Financial Ombudsman Service: for qualified financial complaints For Turkish users: • Tüketici Hakem Heyeti (Local Consumer Arbitration Board): for financial complaints • KVKK Authority: for privacy-related complaints — kvkk.gov.tr For users from Arab countries: • The consumer protection authority in your relevant country
Rights of the complainant
When you file your complaint, you have the following rights: • Right to acknowledgment: receive confirmation of receipt of your complaint within 48 hours • The right to be informed: Know the name of the employee designated to follow up on your complaint • Right to update: receive periodic updates if treatment extends for more than 5 days • The right of access: access to the documents and data on which the decision was based • The right to object: object to the decision and request its review • The right to escalate: escalate the complaint to higher levels or to neutral third parties • The right to confidentiality: Confidence that your complaint data is kept confidential and will only be shared for processing purposes What we pledge: • We will not treat your complaint with any retaliation • We will not reject your complaint without providing a convincing reason • We will not charge you any fees to process the complaint • We will sincerely apologize if we make a mistake and take effective corrective action
Periodic reports of complaints
Transparency in the performance of the complaints service: We prepare an internal quarterly report that includes: • Total complaints received and their classification • Average solution time for each type • Percentage of complaints resolved satisfactorily • Highlight the root causes and improvement measures taken • Compared to previous quarters to measure the level of improvement A summary of this report is available in the Foundation's annual Financial Transparency Report. Desired goal: • Resolving 80% of complaints in the first stage without escalation • Achieving 90% or more satisfaction of complainants with the treatment process • Maintain an average response time of less than 48 hours for regular complaints
Do you have a complaint or inquiry?
Our team responds within 48 hours and we are committed to resolving your issue