Sennen Churchtown Hall:
Complaints Policy
Policy Statement

Sennen Churchtown Hall (SCTH) is committed to providing our beneficiaries and our users with the best
service possible. However, we know that there may be times when we may not meet our own high standards.
When this does happen we would like to hear about it, deal with the situation as quickly as possible and put
measures in place to stop a recurrence.
We take complaints very seriously and see them as an opportunity to help us see where our procedures
might be improved. They also give us the chance to put things right for the person or organisation that has
made the complaint.

To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a

To publicise the existence of our complaints procedure so that people know how to contact us to
make a complaint
• To make sure everyone at SCTH knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired

To gather information helping us to improve what we do
The Definition of a Complaint
SCTH defines a complaint as
“an expression of discontent by a person or persons receiving a service from the charity that cannot be
immediately resolved at point of delivery, and about which the complainant desires a follow-up action is
taken and a response provided”.
Complaints may come from any person or organisation that has a legitimate interest in SCTH through use
of the Hall, or the Field.
All complaint information will be handled sensitively, telling only those who need to know and following any
relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with SCTH.
How to Complain
Step 1: Contacting us.
Our initial aim is to resolve any small issue quickly so that the issue does not escalate into a complaint.
Should a user/hirer encounter a problem, they should then approach a SCTH representative as quickly as
possible. Ideally this should be the Booking Officer. Hopefully, he/she will be in a position to resolve the
problem swiftly. The complaint will be registered.
If a user/hirer feels that the matter has not been resolved, the complaint can be registered in writing by
sending an email, you can send an email to Your complaint will be acknowledged
as soon as possible.If the complaint relates to a specific person, they will be informed and given a fair opportunity to respond.
Ideally complainants will receive a definitive reply within four-six weeks. If this is not possible for any
reason, a progress report will be sent with an indication of when a full reply will be given. The reply will
describe the action taken to investigate the complaint, the conclusions from the investigation, and any
action taken as a result of the complaint.
Step 2: Taking your complaint further
Hopefully any complaint will be quickly and properly dealt with in step 1; however, if the matter remains
unsolved then it is important that the Committee can take the matter further.
A complaint that has not been adequately dealt with can be passed to the Chair of the Board of Trustees
of SCTH who will arrange for it to be fully investigated and will respond directly with the outcome of the
investigation. This will normally be within five working days although it could take longer.
It must be noted that matters regarding individuals and any specific action taken as a result of a complaint
against an individual will not be discussed either formally or informally with any person raising the
complaint owing to possible breach of confidentiality.
Step 3: Complaint to the Charity Commission
There is an option to complain to the Charity Commission at any stage. Information about the kind of
Variation of the Complaints Procedure
The Committee may vary the procedure for good reason, for example, to avoid a conflict of interest.
Monitoring and Learning from Complaints
Complaints can be reviewed on a regular basis by the Committee to identify any trends which may
Date Adopted: ______________________
Policy written by J Atkinson Oct 2016 Updated March 2018
Checked by Chris Mawer
Agreed by the Committee on