Complaints Policy and Procedure

Complain

Complaints Policy and Procedure

(28.3.2021)

 

1. Our Aim

Leckwith Droves Allotments is committed to working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our allotment site is by listening and responding to the views of our allotment holders and in particular by responding positively to complaints, and by putting mistakes, where they occur, right. 

Leckwith Droves Allotments aims to ensure that:

  • making a complaint is straightforward
  • we treat a complaint as an expression of dissatisfaction with which calls for a timetabled response
  • we deal with any complaints politely and, when appropriate, confidentially
  • we respond with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
  • we learn from complaints and review annually our Complaints Policy and Procedures

This policy ensures that we provide guidelines for dealing with complaints from allotment holders.

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2. Definitions 

A complaint is defined as any expression of dissatisfaction. An “expression of dissatisfaction” should be understood even when the word “complain” or “complaint” is not used. 

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3. Purpose

All complaints are recorded and acknowledged.

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4. Complaints

The Complaints Procedure is intended to ensure that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant's satisfaction.

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5. Responsibilities

Leckwith Droves Allotments’ responsibility is to:

  • acknowledge the complaint in writing
  • respond within a stated period of time
  • deal reasonably and sensitively with the complaint
  • take actions where appropriate.

A complainant's responsibility is to:

  • bring their complaint, in writing, to Leckwith Droves Allotments attention normally within 4 weeks of the issue arising
  • explain the problem as clearly and as fully as possible
  • allow Leckwith Droves Allotments a reasonable time to deal with the matter, and

  • recognise that some circumstances may be beyond Leckwith Droves Allotments’ control.

     

6. Confidentiality: 

Every attempt will be made to ensure that both the complainant and Leckwith Droves Allotments maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

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7. Complaints Procedure:

Stage 1

The complainant can attempt to resolve the matter informally and amicably by approaching a member of the Leckwith Droves Committee.

Stage 2

If the complaint cannot be resolved informally and amicably the complainant should make a formal complaint in writing using the attached form. The complainant will receive an acknowledgement of their complaint within one week.

Stage 3

The complaint will be brought to the next scheduled committee meeting and investigated thoroughly. The outcome of the investigation will be communicated to the complainant within two weeks. One possible outcome is that the Committee decides that the matter requires further investigation. This will be undertaken and brought to the next scheduled Committee meeting. The outcome of this will be communicated to the complainant within two weeks.

 

You can download ​COMPLAINT FORM in PDF here

Please send your complaint to leckwithdroves@gmail.com