Complaints

1. Introduction

HDM is committed to delivering services of the highest quality and maintaining transparent and open communication with all individuals connected to the organisation, including beneficiaries, volunteers, staff, and stakeholders. This Complaints Policy outlines the process for addressing and resolving complaints in a fair, timely, and effective manner.

2. Definition of a Complaint

A complaint is defined as an expression of dissatisfaction with any aspect of HDM’s services, actions, decisions, or conduct.

3. Principles

3.1 Fairness: All complaints will be treated fairly and impartially, regardless of the complainant’s status or position within HDM.

3.2 Confidentiality: All complaints will be handled with strict confidentiality, respecting the privacy of the complainant and those involved.

3.3 Timeliness: Complaints will be addressed promptly, and every effort will be made to resolve them within a reasonable timeframe.

3.4 Transparency: The complainant will be kept informed about the progress and outcome of their complaint.

4. Lodging a Complaint

Complaints can be lodged through the following channels:

4.1 Formal Written Complaint: The complainant may submit a formal written complaint by sending an email or letter to the designated Complaints Officer. The complaint should include a clear description of the issue and the desired outcome.

4.2 Informal Complaint: The complainant may choose to discuss their concern informally with the relevant staff member or volunteer. If the issue is not resolved satisfactorily, the complainant can proceed with a formal complaint.

5. Complaints Handling Process

5.1 Acknowledgement: Upon receiving a complaint, HDM will acknowledge receipt within [X] working days.

5.2 Investigation: The designated Complaints Officer will conduct a thorough investigation of the complaint. This may involve gathering relevant information and speaking with all relevant parties involved.

5.3 Resolution: HDM will seek to resolve the complaint in a fair and satisfactory manner. This may involve corrective actions, changes to processes, or other appropriate measures.

5.4 Communication: The complainant will be kept informed of the progress of the investigation and any actions taken to address the complaint.

5.5 Outcome: Once the investigation is complete, the complainant will be informed of the outcome in writing. This will include details of the findings, actions taken, and any recommendations.

6. Escalation

If the complainant is not satisfied with the outcome of the initial complaint handling process, they have the right to escalate the complaint to a higher authority within HDM.

7. Review and Improvement

HDM will periodically review the complaints handling process to ensure its effectiveness and make improvements as necessary based on feedback and lessons learned.

8. Contact

For lodging a complaint, questions, or concerns related to the complaints process, please contact:

Name: Mr Satyajit Dey [Health & Safety Lead]
Email: safeguarding.hdm@gmail.com
Phone: +44 7894144699

Conclusion

HDM is committed to addressing complaints transparently and efficiently, with the aim of resolving issues and improving the quality of our services. This policy reflects our dedication to maintaining open lines of communication and ensuring the satisfaction of all individuals associated with the organisation.

Hindu Devi Mandir Milton Keynes

Registered Charity Number : 1205144

An Initiative to Promote Hindu Culture & Philosophy Through Social Harmony