Complaints Policy

Purpose

The Downtown Islamic Center (DIC) is committed to providing a high standard of service to everyone we interact with. We recognize that there may be occasions where our services or actions do not meet the expectations of those we serve. This policy sets out the process for raising a complaint.

Scope

This policy covers complaints related to the services and activities provided by DIC, including but not limited to program delivery, staff conduct, and experiences at our facilities.

How to make a complaint

Informal resolution. If possible, we encourage you to address any concerns directly with the individual involved or with the head of the relevant department as a first step. This can be the quickest way to resolve a problem.

Formal complaint. If your issue cannot be resolved informally, or if you prefer to make a formal complaint:

1. Submission. Submit your complaint in writing by email to contact@dicchicago.org or by mail to the Downtown Islamic Center, 231 S. State Street, Chicago, IL 60604. Include all relevant details such as dates, times and the nature of the issue, along with any supporting documentation.
2. Acknowledgment. We will acknowledge receipt of your complaint within 5 business days and tell you about the process and expected time frames.
3. Investigation. Your complaint will be investigated impartially by a senior staff member not involved in the incident. We may contact you to clarify details or gather more information.
4. Resolution. We aim to resolve complaints within 20 business days of receipt. If the issue is complex and needs more time, we will tell you about the delay and the expected resolution time.

Response

Following the investigation, we will inform you of the outcome and any actions we have taken or will take in response to your complaint.

Confidentiality

All complaints are handled confidentially and in line with our privacy policy.

Review and monitoring

This policy and its procedures are reviewed periodically and updated as necessary to ensure they remain effective and relevant to the needs of our community.

Feedback

DIC values feedback as it helps us improve our services. After the complaint process has concluded, we may contact you to ask how the process was handled.

Contact us

For any questions about this policy or our complaints process, contact contact@dicchicago.org. We are committed to handling all complaints fairly, efficiently and respectfully.