Comments, Compliments, and Complaints Statement

 

Claygate Youth and Community Hub (‘The Hub’) makes every effort to provide a high standard of service and to treat all members, partners and participants equally and fairly. We are predominantly a volunteer-led organisation and people generously give their time and resources to help us do what we can.  We continuously try to support our volunteers and improve our services; we value any feedback that will help us to do this.

Compliments and Comments:
Whether you’re one of our youth or community members, or you’ve hired our hall, or taken part in an activity at The Hub, we’d love to hear from you. We’re committed to continual improvement in everything we do, so we hope you will feel free to make your views known to us.
There are few ways you can do this, so please see our contact details at the end of this policy.

 

Complaints
Important Note: Safeguarding 

We take safeguarding extremely seriously. If you have any concerns about the behaviour of one of our staff, volunteers, members or partners in any situation, it is vital that you tell us about it immediately so that appropriate action can be taken. 

Should the complaint in any way relate to a safeguarding concern it should be reported immediately to our Hub Manager at katie.holmes@claygatehub.org.uk, or directly to our Designated Safeguarding Lead - susannah.moffat@claygatehub.org.uk.  

For any further information see our Safeguarding Policy on our website Claygatehub.org.uk 
The Hub aims to provide its members, partners and participants with the best possible service. We positively welcome suggestions you may have for how we can improve our service.

Usually, a word with the person at the point of service delivery will suffice. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided fall short of what they could reasonably expect. We also want to know about these occasions so that we can make good the problem and plan to avoid its repetition. 

Your continued goodwill is greatly valued by us and we would expect to resolve any day to day difficulties or complaints informally and as quickly as possible. Should you feel unhappy about any aspect of your engagement with The Hub, please talk to the Hub Manager, Katie Holmes (email below), in the first instance.

The more formal procedure outlined below is intended for use where informal communication has not achieved the desired result.

This is what you should do:
The complaint should be made to both the Chair of Trustees, copying in the Secretary of the Board of Trustees (emails below), who will aim to acknowledge, in writing within ten working days, the receipt of any complaint. 

This is what The Hub will do:
The Chair of Trustees, or the Secretary in the Chair’s absence,  will review the complaint and respond directly, or where necessary will identify the best person to investigate the circumstances leading to the complaint.  They will  communicate the results of the investigation to the complainant within a reasonable time – normally within 20 working days of the complaint being received. If the complaint is found to be justified, the Chair of Trustees will agree any necessary further action with the complainant.

The Chair of Trustees and the Hub Manager will both keep the Trustee Board informed of the number and nature of complaints, and the outcomes. They will report to the Board on this at least annually.
What you can do to help us deal effectively and quickly with your complaint: 
Contact us as soon as possible using the details below, giving clear details so we can endeavour to resolve the issue. Specify clearly what aspect of The Hub’s work you wish to make the complaint about.
Including the following details will help us to effectively and quickly investigate your complaint:
The specific area, activity or session to which the complaint applies.

Your name and contact details: this is essential as we will not investigate anonymous complaints and we need a way to report back to you on actions. We will keep a record of all feedback in line with our data protection policy. We will only share your information with the people concerned/investigating the complaint.

Outline the nature of your complaint as precisely as possible, this will help us to investigate further and hopefully to resolve the issue. Please include details such as the place and time the incident occurred, and the names of individuals involved, where known.
What you would like us to do about your complaint, if applicable

Please let us know if you have already reported the complaint, who to, and if any action was taken previously.

If you have a complaint, contact:
In the first instance: 
The Hub Manager - Katie Holmes
Katie.holmes@claygatehub.org.uk
07900 021942

 

If escalation is needed: 
The Chair of Trustees (and Designated Safeguarding Lead) - Susannah Moffat 
susannah.moffat@claygatehub.org.uk

And also copy in: 
The Secretary of Trustees - Vicki Schmidt
vicki.schmidt@claygatehub.org.uk

 

What we promise to do to help resolve your complaint:
Your complaint will be dealt with in a professional manner. Your complaint will be assigned quickly to the most appropriate person to deal with the complaint, and we will investigate the matter fully and communicate regularly with you until the issue has been resolved.  We will do everything we can to put things right and will review our procedures where necessary to stop problems happening again.

What if our response does not satisfy you?

Please see our Safeguarding Policy and Data Protection Policy for further recourse in those areas. You also have recourse to the Charity Commission: www.charitycommission.gov.uk if your concerns relate to the proper governance of the charity, our use of funds or our legal obligations. The Charity Commission will also intervene in matters where there is serious risk of significant harm to, or abuse of, charities, their beneficiaries or assets.

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Policy reviewed:   May 2024
by: 
Susannah Moffat
Chair of Trustees