INTRODUCTION
The Charlton Marshall Village Hall management committee aims to maintain a strong partnership and relationship with the local community and with all the users of the Village Hall. This document aims to help all users understand the complaints procedure and policy. The management committee welcomes both positive and negative feedback and comments about its work in running and maintaining the Hall, which in turn may provide committee members with valuable information about their effectiveness in meeting their aims for the present and future.
- WHAT CONSTITUTES A COMPLAINT
If any user of the Village Hall or member of the community believes the management committee has failed to provide a standard of service that is satisfactory and acceptable, be it in connection with the facilities of the Village Hall, the safety of users, the handling of a particular issue or other related matter, the Charlton Marshall Village Hall management committee will work to rectify the situation. The management committee is committed to equal opportunities and takes complaints concerning discrimination very seriously.
2. WHO WILL DEAL WITH THE COMPLAINT
Complaints or comments needing attention should be sent to the Secretary in the first instance. A complaints form can be found and downloaded from the Village Hall website www.charltonmarshallvillagehall.wordpress.com or can be obtained by contacting the Secretary, Chairman or Treasurer. The management committee takes every complaint seriously and will treat each with respect and courtesy.
3. WHEN WILL THE COMPLAINANT RECEIVE A REPLY
The management committee believes that most complaints can be resolved amicably by a telephone discussion, an email explanation or a meeting with the key personnel involved – the aim will be to arrange this within five working days of receipt of the complaint. However, should this not resolve the matter, the complaint should be put in writing to the Chairman of the Village Hall management committee, who will consult with the management committee to arrange a meeting so that the complainant can address their complaint directly at that time. The management committee will listen to the concerns expressed at said meeting in order to decide any further action. Their decision and full response in writing will be given within two weeks of the meeting. Any complaint concerning safety that could endanger a user of the Village Hall will be dealt with immediately on receipt of the complaint.
4. WHAT HAPPENS NEXT
All formal complaints, other than those resolved by discussion, will receive a written response from the Chairman or a member of the management committee who is delegated the task. This will be done within two weeks of the management committee’s decision.
5. COMPLAINT REVIEWS
All complaint outcomes will be reviewed by the management committee on an annual basis so that continued improvements to all services can be made and maintained.
Contact details for the Chairman, Secretary, Booking Secretary and Treasurer are available on the ‘Contact Us’ page or on the Village Hall notice board.
Issued: August 2019
Updated: January 2021