Waltham Village Hall Committee is committed to maintaining its strong partnership with members of the local community and users of the village hall.
We are open to feedback and comments about our work, both positive and negative as these can provide us with valuable information about our effectiveness and how we can better meet our aims
If any user of the Village 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 Committee would seek to rectify this
The Village Hall Committee is committed to equal opportunities and we take complaints about discrimination very seriously. Our complaints procedure has been adopted to ensure that most complaints are resolved quickly and smoothly.
Our policy is intended to:
Complaints, Confidentiality and Responsibility
Definition of a complaint
A complaint is an expression of dissatisfaction whether justified or not, about Waltham on the Wolds Village Hall. All complaints should be raised within 3 months or, in exceptional circumstances 6 months from any incident or issue
Where and how complaints are received
Complaints may come from members of the public or persons and organisations using the hall, local residents, suppliers or their representatives. A complaint can be received verbally, face to face or by phone, by email or letter.
All complaints will be handled sensitively and confidentially and in accordance with data protection requirements. The Trustees will not discriminate in any way in their handling of complaints
Anyone receiving a complaint should be respectful and calm taking the time to properly listen and understand your complaint. We may ask for more detail in order clarify circumstances or context
Once we have listened to a complaint we will repeat it back to ensure there is a shared understanding of the issue. We will also ensure that we ask what resolution would be acceptable from the complainant’s perspective
Overall responsibility for this policy and its implementation lies with the Village Hall Committee. The Committee aims to acknowledge complaints within 7 days and to give a written response within 2 weeks. If the complaint is judged to involve complex issues, complainants will be informed of progress within 2 weeks and informed when to expect a final response. The main aim is to resolve complaints as quickly as possible and to everyone’s satisfaction.
Procedure for handling complaints
What to do if something goes wrong – step 1 informal
Informal complaints should be raised with the Chairperson, the Treasurer or the Secretary. The relevant contact details can be found on the Village Hall website. Complainants who remain dissatisfied have the option to escalate their complaint to a formal status
If we can’t address your concerns right away – step 2 formal
Sometimes even prompt action can’t put right something that you may be dissatisfied about. In those cases, please put your concerns in writing via email to the Chairman making clear all the relevant facts in relation to your complaint including your name, address and telephone number (or email).
In responding to your complaint we will share with you in writing what action we have taken, the appropriate conclusions from any investigations and the resulting actions in conclusion. The Village Hall committee will receive and discuss any complaints at its monthly meeting to ensure that a fair and balanced approach is taken to all issues arising.