Complaints Policy

If any user of Wellingore Memorial Hall or member of the local community is unhappy about the standard of service provided, the quality of the facilities within the Hall, the safety of users, the handling of a particular situation or issue, or any other matter, the Wellingore Memorial Hall Committee would wish to work to rectify this.

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The Wellingore Memorial Hall Committee is committed to equal opportunities and we take complaints about discrimination very seriously. The adoption of a clear complaints’ procedure will help the Committee to ensure that most complaints are resolved quickly and smoothly. Our policy is intended to:

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• Provide a transparent and fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.

• Publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.

• To inform Committee members what to do if a complaint is received.

• Make sure all complaints are investigated fairly and in a timely way.

• Make sure that complaints are, wherever possible, resolved quickly.

• Gather information which helps us to improve what we do.

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Complaints, Confidentiality & Responsibility

Definition of a Complaint

• A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Wellingore Memorial Hall. The Committee expects it will hear about a complaint within one month of any incident. Complaints may be received from members of the public or persons and organisations using the hall, local residents or suppliers or their representative.

• A complaint can be received verbally, face to face or by email.

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Confidentiality

• All complaints will be handled sensitively and confidentially, telling only those who need to know and we will follow any relevant data protection requirements. The Trustees will not discriminate in any way in their dealings with handling complaints. Whoever you speak to regarding your complaint, they will be respectful, calm and listen to your complaint. We will take notes to record the facts so we can deal with your complaint. We may seek clarification on some details to help resolve the issue more effectively. Once we have listened to your complaint, we will repeat this back to you to ensure we have understood this correctly. We will also ask what a successful resolution would look like from your point of view.

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Responsibility

Overall Responsibility for this policy and its implementation lies with the Wellingore Memorial Hall Committee. The Committee aims to acknowledge complaints:

• Within five working days.

• To make a full response to complainants within fourteen days.

• If the complaint is judged to involve complex issues, complainants will be informed within fourteen days when they can expect a full response.

• The main aim throughout the process is to resolve the matter as quickly and effectively as possible to all parties satisfaction.

 

What to do if something goes wrong:​

Step 1 – Informal complaints should be raised with the Chairperson or Secretary, via email to: wellingorememhall@gmail.com  Complainants who remain dissatisfied at this stage will be informed that they have the opportunity to make a formal complaint.

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If we can't address your concerns right away:

Step 2 – You may still be dissatisfied following the informal process. In these circumstances, please put your concerns in writing via email to: wellingorememhall@gmail.com making clear all the associated facts with your complaint, including for example:-

• All the facts related to the complaint

• Your name, address, telephone number and email address so we might contact you in the way that suits you best

• Your relationship with Wellingore Memorial Hall, e.g. hall user, hirer, local resident, etc.

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Once we have received your complaint and all the related details, we will first acknowledge your complaint within five working days or sooner. We will take steps to speak to any other party involved to ensure everyone has a fair opportunity to put their perspective forward.

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Where further information is required, which may take time, we will respond to you not later than four weeks after receiving your complaint. If your complaint is complex, we will agree a timescale with you that may be longer than this, sharing the steps required so everyone understands why this is necessary. It is important that in any correspondence that you quote the reference provided. In responding to your complaint, we will share with you what action we have taken, the conclusions we have reached from any investigation and any action resulting from your complaint.

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Policy approved by the Memorial Hall Committee: July 2025