Complaints & Dispute Resolution Procedure
Last updated: 2026 | Stichting Ummah Help & Ummah Help B.V.
1. Commitment to Quality & Sincerity
At Ummah Help, we strive for total transparency, fairness, and excellence in all services provided to donors, project starters, and partner organizations. We take every complaint seriously and view feedback as an opportunity to continuously improve our platform.
2. How to Submit a Complaint
If you are dissatisfied with a service, donation handling, campaign verification, or technical issue, you can file an official complaint via email:
Email Address: Info@ummahhelp.com
Subject Line: Official Complaint - [Your Name / Order or Project ID]
Required Information: Full name, contact details, description of complaint, relevant campaign URL or donation reference, and desired resolution.
3. Handling Procedure & Timelines
Step 1: Acknowledgment (Within 48 hours)
You will receive a confirmation receipt acknowledging your complaint with a unique reference tracking ID.
Step 2: Investigation & Review (Within 14 business days)
Our support desk and compliance officers will thoroughly investigate the issue and consult relevant project managers or financial logs.
Step 3: Formal Written Response
You will receive a detailed written response outlining our findings and proposed corrective actions or resolution.
4. Independent Dispute Resolution
If a complaint cannot be resolved satisfactorily through our internal procedures, parties may submit the dispute to an independent Dutch arbitration board or relevant Dutch civil court in accordance with Dutch law.