Village Hall Complaints Procedure

WVCA COMPLAINTS PROCEDURE

The Wallington Village Community Association (WVCA) wishes to ensure that members and everybody that uses its facilities and attends its events are satisfied, but there may be times when things go wrong. In such circumstances we will do our best to resolve the complaint. The following are the procedures that should be followed:

1. Complaint about the Village Hall

1.1. The complaint should be brought to the attention of the Hall Manager as soon as possible. The complaint will be recorded and investigated. A response will be made within five working days.

1.2 If the complaint is still unresolved, the complainant should put their complaint in writing and, after further investigation and within 10 working days, a formal response will be made by the Hall Manager and the Chair of the Hall Subcommittee / or deputy / or a Hall Committee member.

1.3 If the procedures in step 2 do not resolve the issue, the complainant should next write to the Secretary of the WVCA who will draw the matter to the attention of the Chairman or other officeholder of the Executive who together will investigate the complaint and respond within 21 working days of receipt of the letter.

1.4 If step 3 fails to resolve the matter, the complainant may request that the matter be taken before the Executive Committee. There will be no time limit, but the matter will be considered at the earliest opportunity.

2 Complaint about an event organised by the WVCA

2.1 The complaint should be brought as soon as possible to the attention of the person or persons organising the event who will respond as soon as possible.

2.2 If the complaint is still unresolved, the complainant should put their complaint in writing to the Secretary of the WVCA and the organiser(s) together with a member of the Executive Committee will investigate and a formal response will be made within 21 working days of receipt of the letter.

2.3 If step 2 fails to resolve the matter, the complainant may request in writing to the Secretary of the WVCA that the matter be taken before the Executive Committee. There will be no time limit, but the matter will be considered at the earliest opportunity.

3 Complaint about the WVCA Executive

3.1 The complaint should be brought to the attention of an officeholder of the WVCA (Chairman, Secretary or Treasurer) who will respond as soon as possible.

3.2 If the complaint is still unresolved, the complainant should put their complaint in writing to the Secretary of the WVCA who will determine whether the complaint should be considered by an ad hoc group of the Executive Committee or should be referred to the whole Executive Committee. If the matter is considered by an ad hoc group, a formal response will be made in 21 working days; if it goes to the Executive Committee there will be no time limit, but the matter will be considered at the earliest opportunity.

3.3 If the complaint was considered by an ad hoc group and the complainant feels the matter has not been resolved, they may request that it be referred to whole Executive Committee, in which case there will be no time limit, but the matter will be considered at the earliest opportunity.

4 Complaint about an event not organised by the WVCA

The WVCA is not responsible for events organised by outside bodies and such complaints should be taken up with the organisation involved.

5 Abusive or anonymous complaints

Abusive or anonymous complaints will be ignored.