Complaints Policy And Procedures.pdf

Shree Kutch Satsang Swaminarayan Temple South East London

COMPLAINTS POLICY AND PROCEDURES

The organisation is committed to fostering a positive culture and providing a respectful environment, valuing all feedback, including complaints, to improve and serve the community better.

The policy aims to establish a framework for addressing concerns and complaints, promoting accountability, resolving disputes, improving services, building trust, ensuring legal compliance, preventing escalation, and nurturing a positive culture.

A complaint is an expression of dissatisfaction with any aspect of the Temple's activities, services, or conduct of employees, trustees, volunteers, or individuals representing the Temple.

The Temple will provide a fair complaints procedure, publicise the policy, ensure all complaints are investigated fairly, and resolve complaints wherever possible.

The Temple Secretary receives complaints, and the Complaints Committee, comprising Honorary Officers, Holding Trustees, and Invited Advisory Members, reviews and decides on complaints.

The management and oversight of the policy sit with the Board of Trustees.

Complaints can be made in writing, by post or email, using a specific form, and the Temple Secretary acknowledges receipt within 10 days.

The Complaints Committee reviews the complaint, conducts an initial review, and categorises the complaint, considering factors such as the nature, seriousness, and potential impact.

The Committee maintains open communication with the complainant, seeks relevant advice, and documents the process.

The Temple has a three-stage complaints resolution procedure: Informal Resolution, Formal Investigation, and Appeal.

Informal resolution is a valuable approach to address complaints, fostering understanding and preserving positive relationships, and the Complaints Committee designates members to handle the process, initiating contact, actively listening, and facilitating discussions.