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Zero Tolerance Policy

Riddings Park Community Centre, trading as Park View, is committed to providing a welcoming and inclusive environment for all members of the community.

 

We are thankful to those that work and volunteer to help maintain the centre for the benefit of the residents.

We do not tolerate any abusive behaviour, whether verbal, written or otherwise, directed to our employees, volunteers and committee members. This includes offensive language, threats, intimidation or unreasonable demands.

 

Our employees and volunteers strive to act in the best interest of the centre and the community it serves. We will not engage with any abusive messages and reserve the right to remove or ban individuals who exhibit such behaviour.

 

If you have a question or concern, please contact the Venue Manager. We are always happy to listen to feedback and work towards a positive resolution.

Complaints Policy & Procedure

​Why have a Complaints Policy and Procedure? 

​

The Charity Commission report ‘Cause for Complaint:’ an effective complaints management system is a proven way of maintaining and building relationships with the people on whom the charity depends.  

Handling complaints well: 

  • Demonstrates your commitment to your clients and other stakeholders 

  • Demonstrates your commitment to providing the best possible service 

  • Helps you to find out about things that have gone wrong so you can amend them 

  • Helps you to prevent further instances of wrongdoing in the future 

 

 

Riddings Park Community Centre’s management and trustees are committed to maintaining a strong relationship with the local community and our users. 

If any user of Riddings Park Community Centre or member of the local community are unhappy about the service provided, the quality of the facilities, the safety of users, the handling of a particular situation or issue, or any other matter, the Management Committee would wish to work to rectify this. 

 

Riddings Park Community Centre Management and Trustees believe that most complaints can be resolved satisfactorily by informal discussion either over the telephone or through a meeting with the people involved. 

 

Our Policy 

  • To provide a fair complaints policy which is clear and easy to use for anyone that would like to make a complaint.

  • To publicise the existence of our complaints policy so people know how to contact us and make a complaint. 

  • To make sure everyone in Riddings Park Community Centre knows what to do if a complaint is received. 

  • To make sure all complaints are investigated fairly and in a timely way .

  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired.

  • To gather information which helps us to improve what we do.

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Definition of Complaint 

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Riddings Park Community Centre. 

 

Where Complaints Come From 

Complaints may come from any person or organisation who has legitimate interest in Riddings Park Community Centre. 

A complaint can be made verbally, in person, on the phone, written or by email. 

 

Responsibility 

Overall responsibility for this policy and its implementation lies with Riddings Park Community Centre Trustees. 

 

The policy is reviewed annually and updated as required. 

Adopted on: 17th July 2024 

Last Reviewed: 

 

Publicised Contact Details for Complaints 

Written complaints may be sent to Riddings Park Community Centre, West Street, Riddings, DE55 4EW or by email at enquiries@riddingsparkcommunitycentre.com 

Verbal complaints may be made by phone or in person to the Venue Manager Louise Edwards on 07506870766. 

 

Recieveing Complaints 

Complaints received by phone or in person need to be recorded. 

The person who receives a phone or in person complaint should: 

  • Write down the facts of the complaint 

  • Take the complainant's name, address and telephone number 

  • Note down the relationship of the complainant to Riddings Park Community Centre 

  • Tell the complainant we have a complaints procedure 

  • Tell the complainant what will happen next and how long it will take 

 

Where, appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant's own words. 

For further guidelines about handling verbal complaints, see Appendix 1 

 

Resolving Complaints 

Stage One 

In most cases, a complaint is best resolved by the person responsible for the issue being complainned about. If the complaint has been recieved by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. 

The complainant will be sent a complaints form in which they will need to complete and send back to continue with the complaints process. 

Whether or not the complaint has been resolved, the complaint information should be passed to the Chair of Riddings Park Community Centre within 14 days of receiving the completed form. 

On recieving the complaint, the Chair should make note of the date and time of receiving it in the next available committee meetings minutes. If it has not already been resolved, the delegate an appropriate person to investigate it and take appropriate action. 

If the complaint relates to a specific person they should be informed and given a fair opportunity to respond. An offer of a meeting between the two parties will be made. 

Complaints should be acknowledged by the person handling the complaint within 14 days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. 

Ideally complainants should receive a definite reply within four weeks. If it is not possible because the investigation is not complete, a progress report should be sent with an indication of when a full reply will be given. 

 

Whether the complaint is justified or the the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. 

 

Stage Two 

If the complaintant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Committee Level, within a Trustee Meeting. At this stage the complaint will be sent to the Chair of the Charity. 

The Chair may investigate the facts of the case themselves or delegate a suitably senior person to do so. 

If the complaint relates to a specific person, they should be informed and given further opportunity to respond.  

The person who dealt with the original complaint at Stage One should be kept informed of what is happening. 

Ideally complainants should receive a definitive reply within four weeks. If it is not possible because for example, an investigation has not been completed, a progress report should be sent with an indication of when a full reply will be given. 

Whether the complaint is upheld or not, the reply to the complainant should describe the action take to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. 

The decision taken at this stage is final, unless the Committee decides it is appropriate to seek external assistance with resolution. 

 

External Stage 

The complainant can complain to the Charity Commission at this stage. 

 

Variation of the Complaints Procedure 

The Charity Managment and Trustees may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Chair should not have the Chair as the person leading a Stage Two review. 

 

Monitoring and Learning from Complaints 

Complaints are reviewed annually to identify any trends which may indicate a need to take further action. 

 

Appendix 1 – Practical Guidance for Handling Verbal Communication 

  • Remain calm and respectful throughout the conversation 

  • Listen – allow the person to talk about the complaint in their own words. Sometimes a person just wants to “let off steam” 

  • Don't debate the facts in the first instance, especially if the person is angry 

  • Show an interest in what is being said 

  • Obtain details about the complaint before any personal details 

  • Ask for clarification whenever necessary 

  • Show that you have understood the complaint by reflecting back what you have noted down 

  • Acknowledge the persons feelings (even if you feel that they are being unreasonable) - you can do this without making any comment on the complaint itself or making any admission of fault on behalf of the organisation 

  • For example, “I understand the situation is frustrating to you” 
    Ask the person what they would like done to resolve the issue 

  • Be clear about what you can do, how long it will take and what it will involve 

  • Don't promise things you can't deliver 

  • Give clear and valid reasons why requests cannot be met  

  • Make sure that the person understands what they have been told 

  • Whenever appropriate, inform the person about the available avenues of review or appeal 

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