Elsted and Treyford Village Hall Trust 

Complaints Procedure 

Elsted and Treyford Village Hall Trustees and management committee are committed to maintaining a strong partnership with the local community and all the users of the Village Hall and surrounding grounds.

 If any user of Elsted Village Hall or member of the local community are 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, theManagement Committee would wish to work to rectify this.

Procedure for Handling Complaints:

1. Elsted and Treyford Village Hall Trust Management Committee believes that most complaints can be resolved satisfactorily by informal discussion either over the telephone or through a meeting with the people involved.

2. Elsted and Treyford Village Hall Trust Management Committee aims to acknowledge any complaints as soon as possible. 

3. If the complaint is judged to involve complex issues, complainants will beinformed within two weeks 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 everybody’s satisfaction.

4. Any safety concerns that would endanger a user of Elsted and Treyford Village Hall will be dealt with as soon as possible, please contact the booking secretary or in their absence, the Chairperson or any available committee member.

5. Elsted and Treyford Village Hall Management Committee will take every complaint seriously and will treat everyone who complains with respect and courtesy.

Stage One: Informal Complaints

Informal complaints should be raised with the Booking secretary or Chairperson. The relevant contact details can be found on            www.elstedvillagehall.co.uk and on the notice board in the porch.

Complainants who remain dissatisfied at this stage will be informed that they have the opportunity to make a formal complaint.

Stage Two: Formal Complaints

Formal complaints should be made in writing and will normally be investigated by theChairperson and/or another committee member prepared to assist in the first instance.

If the complaint directly concerns the Chairperson, complainants should contact the Secretary who will consult with the rest of the committee members.

A written response will be given by the Chairperson to all formal complaints.

Monitoring, Evaluation and Review

The Elsted and Treyford Village Hall Trust Management Committee will review the outcome of all complaints in public at their Annual General meeting. The policy will be reviewed annually.

Complaints Policy and Procedure Date / Version         January 2020