Complaints Policy







Albrighton Village Halls Trust view complaints as an opportunity to learn and improve for the

future, as well as a chance  to put things right for the person or organization that has made

the complaint.


Our policy is:

To provide a complaints procedure that is clear and easy to use for anyone who wishes to

make a complaint.

To publicise the existence of our complaints policy so that customers know how to contact

the Red House should they wish to complain.

To ensure that the trustees and manager know what to do if a complaint is received.

To ensure that all complaints are investigated fairly and in a timely way.

To ensure that wherever possible, complaints are resolved and relationships are repaired.

To gather information to help us to improve the services we provide.

Overall responsibility for this policy and its implementation lies with the trustees.

Charity Commission

Complaints can be registered with the Charity Commission at any stage. Information about

the kind of complaints the Commission can involve itself in can be found on their website.

Definition of a complaint

A complaint is an expression of dissatisfaction about any aspect of the Albrighton Village Halls Trust. Complaints may be received from a customer, contractor, or member of the local community and may be received by telephone, email or in writing.


All information will be handled sensitively and following any Data Protection guidelines.

Complaints Process

The following procedure will be applied should a complaint be received about:

1-1 a member of staff/employee

1-2 a trustee/committee member or similar

1-3 a decision being considered or taken by the trustees

2- when dealing with 1 and 2 above, the complainant will be invited to lodge this in writing expanding on its basis.

2-1 -should they not wish to do so, the basis of the complaint should be explained to either the secretary, chairman or trustee of their choice, either in person, by phone or email. The recipient will compile a report, ideally accepted and signed off by the complainant, and pass this to the secretary.

2-2- the secretary will investigate the matter and progress this accordingly initiating, if felt appropriate, a dedicated investigation involving an appropriate trustee or independent person, agreed by both parties.

2-3- the outcome and suggested way forward will be agreed by the chairman, be it via a face to face meeting with the complainant or via a formal written response. This action will be recorded.

2-4- the provisions of the ACAS code dealing with Disciplinary and Grievances will be applied, if necessary and appropriate, as well as Data Protection provisions.

3- when dealing with 1-3 above, similar provisions defined in para 2-1 above should be applied and the matter reported to the secretary who will consider this in conjunction with the chairman, and agree a way forward recording the basis of the complaint and proposed action at a future appropriate meeting.

The complainant will be informed of the outcome and current status of the complaint, either verbally by telephone, email or face to face or in writing, as deemed appropriate.

Complaints policy final

Version 1

24th May 2023