Complaints Procedure

Complaints Procedure

HDCC responds to all complaints and ensures that they are managed efficiently and courteously, and as quickly as possible.

HDCC views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

We define a complaint as a communication either verbally or in writing where the complainant is dissatisfied with some aspect of the Committees’s operations or conduct and expects a remedy.

If the complaint is to be dealt with swiftly, then it is important that full details are provided.

Anonymous complaints cannot be processed.

Our policy is to:
provide a complaints procedure that is clear and easy to use

ensure complaints are, wherever possible, resolved informally and that relationships are repaired

ensure all complaints are investigated fairly and in a timely manner

gather information that helps us to improve what we do review complaints annually at a Committee meeting, to identify any trends that may indicate a need to take further action.

Complaints against a member of the Village Hall CIO Management Committee:
Anyone wishing to raise a complaint about the conduct of a member of the committee, should detail the complaint in writing to the chair person, except where it is about the the chair person, in this instance then to the secretary of the committee, who will log and acknowledge the complaint within 7 days.

All complaints will be presented at the next committee meeting following the complaint and the outcome will be reported to the complainant within 7 days of the meeting. We may wish to contact you by telephone to

Should the complainant not be satisfied with the outcome of any complaint they may attend the next committee meeting and address the committee in person.

If this does not obtain a favourable outcome the complainant should contact the Charities Commission.