Complaints Policy – Hindu Samaj Swindon

Hindu Samaj Swindon

Effective Date: 1 July 2025

1. Policy Statement

At Hindu Samaj Swindon , we are committed to providing a welcoming, respectful, and high- quality service to all members, visitors, and users of the Centre. We take all concerns and complaints seriously and aim to resolve them promptly, fairly, and respectfully.

We believe that feedback—both positive and negative—is important in helping us improve our services and how we operate.

2. Purpose of This Policy

This policy sets out how individuals can raise a complaint about HSS and how we will respond. It aims to:

Provide a clear and fair process for handling complaints
Ensure complaints are dealt with in a timely and respectful manner
Improve our services through learning from concerns raised

3. What Is a Complaint?

A complaint is an expression of dissatisfaction about:

The service or treatment you have received from HSS
The behaviour or actions of a committee member, volunteer, or staff member
A decision made by HSS that you believe was unfair or inappropriate
The condition or safety of the Centre or facilities

If you have a safeguarding concern, please refer to our Safeguarding Policy.

4.Who Can Complain?

omplaints can be made by:

Any member of the community
Visitors to the centre
Hirers, service users, volunteers, or anyone interacting with HSS

5. How to Make a Complaint

We encourage you to try to resolve concerns informally first, by speaking to a committee member or Centre representative. If you’re not satisfied or prefer to raise a formal complaint,

please use the following process:

a) In Writing (Preferred)

Send an email or letter to:

📧 Email: info@hindusamajswindon.gov.uk 📮 Post: Hindu Samaj Swindon Centre,

Wyvern House, Swindon SN1 1QN

Please include:

Your name and contact details

A clear description of your complaint

Relevant dates, names, or events

Any supporting documents or evidence

What outcome you are seeking

b) Verbally

You may also speak to a committee member, who will record your complaint and pass it tothe appropriate person for review.

6. What Happens Next?

1. Acknowledgement – We will acknowledge your complaint within 7 working days.

2. Investigation – The complaint will be reviewed by a designated trustee or senior

committee member.

3. Response – We will provide a full response within 21 working days, outlining our

findings and any actions taken.

4. Appeal – If you are not satisfied with the outcome, you may request a review by theChair of HSS. Their decision will be final.

7. Confidentiality

All complaints will be handled confidentially and with sensitivity. Information will only be shared with those involved in investigating or resolving the complaint.

8. Persistent or Malicious Complaints

While we are committed to listening and responding to all genuine complaints, HSS reserves the right to take appropriate action if a complaint is deemed to be vexatious, malicious, or abusive.