Complaints Procedure
What happens when you tell us we got something wrong.
Last updated: 2 September 2026
If we have got something wrong, we would rather hear it from you than not hear it. This page says exactly what happens when you tell us.
1. What you can complain about
Anything: how an application was handled, how a donation was treated, something we published, how a member of our team behaved, how we handled your personal information, or a decision you think was unfair. You do not need to use the word “complaint” and you do not need to justify raising it.
2. How to raise one
Email Info@HeartHumanitarianFoundation.Org, or write to us at the address at the foot of this page. Tell us what happened and what you would like us to do about it. If you need to complain in Arabic, please do — we will reply in Arabic.
If you would rather not come to us directly, or your complaint is about a specific person, say so and we will route it away from them.
3. What happens then
- Within 3 business days we acknowledge that we have it, and tell you who is looking at it.
- Within 20 business days we give you our answer: what we found, what we are doing about it, and why. If it is genuinely complex and we need longer, we will tell you before that deadline rather than after it, and give you a date.
- If our answer does not satisfy you, reply and say so. A different person, not involved in the original decision, will review it and respond within a further 20 business days. That review is final on our side.
4. Taking it further
Our internal process does not limit your other options. Depending on what your complaint is about you may also contact:
| Charitable conduct | The Pennsylvania Bureau of Corporations and Charitable Organizations, which regulates charitable organisations in our state of registration. |
|---|---|
| Tax-exempt status | The Internal Revenue Service, which can receive complaints about the conduct of a 501(c)(3) organisation. |
| A payment | Your card issuer, bank, or PayPal. |
| Your personal data | See our Privacy Policy. If you are in the UK or EEA, your local data protection authority. |
5. What we do with complaints
We keep a record of every complaint and what came of it. It is reviewed so that the same thing does not keep happening — a complaint that changes how we work is the most useful thing anyone can send us.
Complaining will never affect how an application is treated. If you are a family we support, raising a complaint does not put your campaign or your payments at risk.