CCA Complaints Policy
Introduction
This document aims to help you understand the complaints procedure managed by
Canewdon Community Association Trustees.
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 other matters. 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 the CCA who will address the issue
and respond in writing. We will take every complaint seriously and we will treat
everyone who complains with respect and courtesy.
If you are not happy with the response, then you will be invited to address your
complaint to the whole committee, who will listen to your concerns and consider the
issue. The committee will then decide on any further actions and inform you in due
course.
When will you hear from us?
We will let you know that we have received your complaint within ten working days.
We will write to you or telephone you.
In most cases you will receive a full written response to your complaint within twenty
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.
If the complaint is complex, we aim to let you have a full reply within twenty-five
working days.
Any safety concerns that would endanger a Village Hall user would be dealt
with immediately, once notice is received.
CCA COMPLAINTS FORM
Please use this form to make your complaint, but if you prefer you can write a letter
or telephone.
1. Name and Organisation (if applicable): …………………………….
2. Address (including post code): ……………………………………..
……………………………………………………………………………….
3. Telephone: …………………………. E-mail: ………………………….
4. Tell us about your complaint, clearly outlining:
a. Why are you not satisfied?
b. What do you want us to do to put things right?
5. Have you tried to resolve your complaint before? YES NO
If “yes”, when?
If “yes”, how?
6. Any other comments? Please use a separate sheet if you need to add anything
Signed……………………………………………………………
Print name ………………………………………………………….
Organisation (If applicable)………………………………………..
Date……………………………………….
