Complaints Procedure

The Trustees of Pamphill Parish Hall are committed to providing a professional, welcoming
and reliable service to all hirers and users of the hall, in line with the aims of the charity.
We welcome feedback — both positive and negative — as this helps us understand how
effectively we are meeting the needs of the community and where improvements can be
made.
If any user of Pamphill Parish Hall, or member of the local community, is unhappy about:
• the standard of service provided
• the condition or quality of the facilities
• the safety of users
• the way a particular situation has been handled
• or any other matter relating to the management or use of the hall
the Trustees will seek to resolve the issue confidentially, fairly and as quickly as possible.

1. Informal Complaints (Stage One)
   Most complaints can be resolved informally through discussion.
   In the first instance, concerns should be raised with a member of the Hall Committee,
   either:
   • by email at pamphillparishhall@gmail.com
   The Committee member will try to resolve the issue promptly.
   If the matter cannot be resolved informally, or if the complainant is not satisfied with the
   response, the complaint may be progressed to the formal stage.

2. Formal Complaints (Stage Two)
   Formal complaints should be made in writing and addressed to the Chair of Pamphill Parish
   Hall.
   The Chair will normally investigate the complaint and, where appropriate, discuss it with
   other Trustees or Committee members before responding.
   If the complaint relates directly to the Chair, it should instead be addressed to the
   Secretary, who will consult with the remaining Trustees.
   All formal complaints will receive a written response.

3. Acknowledgement and Response Times

The Trustees aim to:
• Acknowledge receipt of a formal complaint within five working days, and
• Provide a full written response within two weeks.
If the matter is complex and cannot be resolved within this timeframe, the complainant will
be informed and advised when a response can be expected.
4. Principles for Handling Complaints
Pamphill Parish Hall will:
• Treat all complainants with courtesy and respect
• Consider complaints fairly and impartially
• Keep appropriate records of complaints and outcomes
• Use feedback to improve the management and operation of the hall
The aim of this procedure is to resolve concerns to the satisfaction of all parties wherever
possible.
5. Review of Procedure
This Complaints Procedure will be reviewed periodically by the Trustees and updated as
necessary.