Friends of Goadby Marwood Village Hall (FoGMVH) Management Trustees (Trustees) are committed to providing a service to the residents, hirers and others in compliance with requirements. We welcome feedback about our efforts, both positive and negative, as these can provide us with valuable information about our effectiveness and how we can improve in order to help our supporters.

 

If any user of Goadby Marwood Village Hall or member of the local community is unhappy

about the standard of service provided, quality of facilities in the hall, health and safety aspects, handling of a particular situation, or any other matter, then the Management Committee would wish to immediately rectify these concerns, if at all possible.

 

Procedure

We will treat your complaint confidentially, seriously and quickly. We believe that most complaints can be resolved satisfactorily by informal discussion, either over the telephone or through a meeting of the key people involved.

You can talk to any member of the Trustees. The main aim throughout the process is to resolve the matter as quickly and effectively as possible.

We aim to acknowledge complaints within seven working days and give a full response to

complainants within four weeks. If complex issues are involved, we will contact the

complainant to explain and agree an appropriate timescale.

 

Stage One: Informal Complaint

Complaints can be raised with any Trustee. Contact details can be found on the Goadby Marwood Village Hall website contact page or in the entrance to the Village Hall. If the Trustee cannot resolve the issue immediately, or you are not satisfied with the answer, then a formal complaint can be made.

 

Stage Two: Formal Complaint

Formal complaints should be made in writing and addressed to the Chairperson, who will investigate the incident and discuss it with the Trustees.

If the complaint directly concerns the Chairperson, then the complainant should contact the Secretary and the complaint will be included on the Agenda at the next meeting of the Trustees.

Either way, the complainant should receive a written response within four to eight weeks or following the next meeting. The complainant will be advised of the next meeting date if it falls outside of this timescale.

 

Stage Three: Referral to Charities Commission

If still dissatisfied, the complaint may be referred to the Charities Commission.

Please quote our registered charity number 1207499, naturally we would hope to avoid this.

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This policy will be reviewed annually.

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Issue: 1

Last reviewed: May 2024