Dyke Park Tennis Club

DYKE PARK TENNIS CLUB CIC

COMPLIMENTS AND COMPLAINTS POLICY 

Our Aim

Dyke Park Tennis Club CIC is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views and recommendations of our members and visitors, and by responding positively to complaints.

Therefore, we aim to ensure that:

• we welcome compliments, feedback and suggestions
• making a compliment or complaint is as easy as possible
• we treat a complaint as a  expression of dissatisfaction with our service which calls for a timely response
• we deal with it promptly, politely and, when appropriate, confidentially
• we respond in the right way - for example, with an explanation, or an apology where we have got things wrong or information on any action taken etc.
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

We recognise that many concerns will be raised informally and dealt with quickly. We aim to resolve these informal concerns responsively and keep matters private. This policy ensures that we welcome compliments, recommendations and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

2. Definitions

A compliment is an expression of satisfaction about the standard of service we provide.

A complaint is defined as any expression of dissatisfaction. This would include complaints expressed in writing via our email.

3. Feedback

We are always glad to hear from people who are satisfied with the services we offer.  We also appreciate recommendations and suggestions for improvements to the club.

4. Complaints

If your complaint cannot be resolved informally and you would like to submit a formal complaint, you can do so by email to dykeparktennisbn1@gmail.com.

5. Responsibilities

Complaints will be handled by the directors of Dyke Park Tennis CIC. We will investigate the cause(s) of your complaint as promptly as possible.

Dyke Park Tennis Club’s responsibility will be to:

• acknowledge formal complaints in writing within 48 hours for urgent safeguarding matters and within 14 days for non-urgent matters;
• deal reasonably, sensitively and confidentially with the complaint;
• provide a full response within four weeks;
• take action where appropriate to resolve your complaint.

A complainant's responsibility is to:

• bring their complaint, in writing, to the Directors’ attention submitted to dykeparktennisbn1@gmail.com normally within 8 weeks of the issue arising;
• Raise urgent safeguarding concerns promptly and directly via phone or face-to face with the welfare officer;
• Explain the problem as clearly and as fully as possible, including dates of the incident, to provide any evidence, and any action taken to date;
• allow a reasonable time to deal with the matter, and;
• recognise that in some circumstances may be beyond Dyke Park Tennis Club CIC’s responsibility and control.

We may contact you to ask for further information so that we can fully investigate your complaint. If we cannot respond to you within four weeks, we will let you know.

If a complaint is made about a director of Dyke Park Tennis CIC, your complaint will be referred to the other directors to investigate and respond.

6. Confidentiality: 

Except in exceptional circumstances, every attempt will be made to ensure and maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its facts). Should this be the case, the situation will be explained to the complainant.