1. Policy Objective
We strive for excellence and welcome feedback when we succeed and when we need to do better. If you have feedback on how we can improve or have failed to meet your expectations, then we would like to hear from you.
2. Scope
This policy applies to all our meeting houses staff, premises committees and clerks, service users (hirers), tenants, and the public.
3. Policy
How to feedback on positive service
If you were particularly impressed with our service or the actions of a staff member or if you have a comment on how we could improve our service, then please let us know. You can give us feedback in person, in writing, via e-mail, or by telephone. You can give feedback to the individual in question or the Senior Manager.
How to make a Complaint
This procedure sets out the way in which LQPT deals with complaints made about its staff or services.
4. Procedure
Informal complaint
1. If you are dissatisfied about something we have or haven’t done, in the first instance we encourage you to talk directly to the member of staff involved wherever possible, to see if an informal resolution is possible. (This may not always be appropriate or possible, in which case a formal complaint should be raised).
2. If you wish to make an informal complaint and it is not appropriate to raise it with the member of staff directly, please contact the Senior Manager who will consider how best to resolve the matter and what actions, if any, will be taken as a result.
Formal complaint
1. Any formal complaint received, either verbally or in writing, will be passed to the Senior Manager as soon as reasonably possible. If for any reason the Senior Manager is unavailable the complaint will be passed straight to the Clerk of Trustees in the first instance[1]. There is a form at the end of this document, should you find it helpful, but there is no requirement to complete it (Appendix 1).
2. You will receive written confirmation that your complaint has been received, normally within 5 working days.
3. The Senior Manager (or nominated representative) will investigate the complaint and may contact you for further information. They will set out the timescale for dealing with the complaint and confirm the timescales in writing. We aim to respond within 25 working days, although this may be extended depending on the complexity of the complaint, any investigation, and the availability of those involved. If the deadline is extended, you will be notified.
4. The investigator will decide on the most appropriate way of investigation. This may include reviewing documentation, asking you for further information, and interviews with staff and/or Committee Members as appropriate to the complaint.
5. The investigator will be responsible for responding to your complaint and where possible, any actions to be taken as a result. We may not be able to provide detailed feedback if doing so would breach data protection rules (i.e. if your complaint has led to disciplinary action being taken). The outcome will be confirmed in writing.
6. Note that timings will be longer if the complaint involves third parties such as Estate Agents managing property or external contractors.
Appeal
1. If you are unhappy with how your complaint has been dealt with or are unhappy with the outcome, then you may appeal to the Clerk of the Trustees by providing the reasons for your appeal. The Clerk of the Trustees, (or nominated representative) will consider your appeal and will respond to you in writing. We will aim to do so within 15 working days of receiving your appeal. The outcome of the appeal is final.
5. Monitoring
LQPT will keep a log of all complaints received, and this will be analysed and presented annually to the LQPT’s Board of Trustees.
[1] If the complaint were against the LQPT Clerk, the complaint should be sent to the Senior Manager in the first instance. If the Senior Manager were unavailable the complaint should be sent to the Assistant Clerk who will then discuss with Elders as to who would be the best person to handle the complaint either within the organisation or appoint an external independent investigator.
Please click on the link below to make a complaint, compliment or comment to LQPT.