What can you complain about?
If you think we have failed to provide a satisfactory standard of service, please let us know. Your complaint may be about the quality of the facilities, safety of the users, the handling of a particular situation or issue or any other matter. We are committed to equal opportunities and take complaints about discrimination very seriously.
Who will deal with your complaint?
All complaints should be sent to Brian Eldred (chair): brian@eldredonline.co.uk or Mark Wake (deputy chair): mark.wake@icloud.com who will address the issue and if necessary discuss with other trustees. If you are not happy with the response, then you will be invited to address your complaint to the whole board of trustees, who will listen to your concerns, consider the issues and whether remedial actions were appropriate.
The trustees will then decide on any further actions. Details of any complaints are reported at the next Trustee meeting.
We will take every complaint seriously and we will treat everyone who complains with
respect and courtesy.
When will you hear from us?
We will acknowledge your complaint within 5 working days and aim to provide a written response within 10 working days. If we cannot give a full reply in this time, we will write to you and let you know why and how we are dealing with your complaint.
Any safety concerns that would endanger a Village Hall user would be dealt with immediately notice is received.
What should you do if your complaint is not resolved?
If your complaint remains unresolved, or in case of serious complaints, please follow the procedure on the government website here https://www.gov.uk/complain-about-charity