Sherwood Park HALL’S COMPLAINTS PROCEDURE

Sherwood Park Hall is committed to providing excellent service and maintaining a welcoming environment. However, if you feel dissatisfied with any aspect of our services, we encourage you to let us know so we can address your concerns effectively.

Step 1: Informal Resolution

1. Raise the Concern:
   • If possible speak directly with a staff member or manager at Sherwood Park Hall at the time of the issue.
   • Many complaints can be resolved quickly and informally through direct communication.
2. Acknowledgment:
   • The staff member will listen to your concerns and aim to resolve them promptly.

Step 2: Formal Complaint

If the issue is not resolved informally or requires further attention, you can submit a formal complaint.

1. Submit Your Complaint:
   • Write to us via email or letter, detailing:
     • The nature of the complaint.
     • Date, time, and specific details of the incident or issue.
     • Supporting evidence such as documents and photos.
     • Any actions already taken to resolve the matter.
     • Your contact details for follow-up.
2. Contact Information:
   • Email: [complaints@sherwoodparkhall.com]
3. Acknowledgment:
   • You will receive acknowledgment of your complaint within 3 working days.
4. Investigation:
   • Your complaint will be reviewed by a manager or designated team member.
   • This process may include interviews with involved parties and a review of any relevant documentation.
5. Response:
   • A formal response will be provided within 10 working days of receipt of your complaint.
   • If more time is needed, you will be informed of the delay and given a new timeline.

Step 3: Escalation

If you are dissatisfied with the outcome of your formal complaint:

1. Appeal:
   • Request an appeal by contacting the Hall’s Management Committee in writing outlining the reason for your dissatisfaction.
   • Your appeal will be reviewed, and a response will be provided within 10 working days.
   • Email: Trustees@sherwoodparkhall.com
2. External Review:
   • If the issue remains unresolved, you may seek external mediation or advice, depending on the nature of the complaint,  you may seek advice or escalate the matter to an appropriate external body, such as a local council or relevant ombudsman.

Key Points

• Sherwood Park Hall values your feedback, all complaints will be treated confidentially and respectfully.
• Sherwood Park Hall is committed to learning from complaints to improve our services.

For more information or assistance, feel free to contact our team directly. We appreciate your feedback and are here to help resolve any issues

Thank you for helping us maintain a high standard of service at Sherwood Park Hall.