Complaints Policy


1. Purpose of the Policy

The purpose of this policy is to provide a clear, transparent, and fair process for addressing complaints regarding Eridge Village Hall, including its facilities, management, and activities. This ensures all users and stakeholders are treated with respect and that complaints are resolved promptly and effectively.

2. Scope

This policy applies to:

  • Hirers and users of Eridge Village Hall.

  • Members of the local community.

  • Any individual or group affected by the operation or activities of the hall.

 3. Principles

  • Respect and Fairness: All complaints will be handled respectfully and impartially.

  • Confidentiality: Details of complaints will be kept confidential and only shared with relevant parties as needed to resolve the issue.

  • Prompt Resolution: Complaints will be acknowledged and resolved promptly within a reasonable timeframe.

  • Continuous Improvement: Feedback from complaints will be used to improve the management and facilities of the hall.

4. How to Make a Complaint

Complaints can be made in writing, via email, or verbally. To ensure effective resolution, please provide the following details:

  1. Your name and contact information.

  2. A clear description of the issue.

  3. The date and time the issue occurred.

  4. Any supporting evidence, such as photographs or documents.

  5. The resolution you are seeking.

Complaints should be directed to: admin@eridge-village-hall.co.uk

5. Complaints Process

  1. Acknowledgment: All complaints will be acknowledged within 5 working days of receipt.

  2. Investigation: The Committee will investigate the complaint, which may include speaking with relevant parties, reviewing evidence, and inspecting facilities if necessary.

  3. Response: A written response will be provided within 15 working days, outlining the findings and any actions to be taken. If more time is required, the complainant will be informed of the delay and given an updated timeline.

  4. Resolution: If the complaint is upheld, the Committee will take appropriate action to address the issue and prevent recurrence. If the complaint is not upheld, the reasons will be explained clearly.

  5. Appeals: If you are dissatisfied with the outcome, you may request a review by the Chair of the Village Hall Committee. The Chair will respond within 10 working days of the appeal.

6. Persistent or Vexatious Complaints

The Committee reserves the right to decline further correspondence on complaints that are deemed persistent, vexatious, or without merit. This decision will be communicated in writing.

7. Feedback

The Village Hall Committee values feedback from users and will periodically review complaints to improve services and facilities. 

Please email feedback@eridge-village -hall.co.uk

8. Contact Details

For any queries about this policy or to make a complaint, please contact admin@eridge-village-hall.co.uk

 

Adopted March 2025