St.Albans City ABC
Complaints Procedure Policy
St.Albans City ABC is committed to providing high service and experience to all members, staff, and visitors. We acknowledge, however, that there may be occasions when our services may not meet expectations. This Complaints Procedure Policy outlines the steps to be taken by complainants and the club to resolve issues effectively and transparently. This policy covers complaints about St.Albans City ABC’s services, staff conduct, and other aspects of the club’s operations.
Principles
Fairness
Complaints will be dealt with impartially, with fairness to all parties involved.
Responsiveness
All complaints will be acknowledged and handled promptly and efficiently.
Accessibility
All members and visitors have the right to express concerns or complaints, and information on how to do so will be readily available.
Improvement
Feedback from complaints will improve club services and operations.
Confidentiality
All complaints will be handled with the utmost confidentiality and sensitivity.
How to Make a Complaint
Complaints can be made via the following channels:
Website
Submit your complaint using the contact form on our official website.
Phone
Contact us via our club’s main telephone number.
Complaints Handling Procedure
Receipt of Complaint
The complainant will be informed of the person handling their complaint and the expected time frame for resolution.
All complaints received via email, phone, or website will be acknowledged within two working days.
Investigation
A thorough investigation will gather all relevant parties’ facts and viewpoints.
To ensure impartiality, the complaint will be assigned to a staff member not directly involved in the incident.
Resolution
If the resolution is delayed, the complainant will be informed of the new timeline and the reasons for the delay.
Upon completion of the investigation, a resolution will be proposed to the complainant within 15 working days from the date the complaint was acknowledged.
Follow-Up
The complainant will be followed up to ensure they are satisfied with the resolution and to discuss further feedback.
Once a resolution has been agreed upon, appropriate steps will be taken immediately to rectify the issue.
Recording and Feedback
The effectiveness of the complaint-handling process will be reviewed periodically and adjusted as necessary.
All complaints and outcomes will be recorded to help identify trends and areas for improvement.
Appeals
A senior management team member will review the appeal and a final decision will be communicated within 14 working days.
If the complainant is unsatisfied with the resolution, they may appeal the decision. An appeal must be submitted within 14 working days of receiving the resolution.
Contact Information
For any complaints or concerns, please contact us via: