Kutch Madhapar Community UK Complaints Procedure

This procedure is designed to ensure that all complaints made by members of the Kutch Madhapar Community UK are dealt with fairly, promptly, and confidentially. All complaints made by non-members of the Kutch Madhapar Community UK maybe ignored. Before making a formal complaint, it is highly recommended that a complaint should be resolved amicably and informally by raising the issue with relevant volunteer/committee member and you only make formal complaint if you unhappy with outcome of your informal complaint.

To make a formal complaint, you can follow these steps:

1. Submit your complaint: You can submit your complaint in writing (letter or email). All complaints should be emailed to info@madhapar.uk. Your complaint should include: Your name and contact information to help us identify the membership.
   • The nature of your complaint
   • When and where the incident occurred (if applicable)
   • The names of any witnesses (if applicable)
   • Any desired outcome
2. Acknowledgement: Once the committee identifies the membership, you will receive written acknowledgement of your complaint within 5 working days.
3. Investigation: The Committee will investigate your complaint fairly and objectively. They may contact you for further information or clarification.
4. Response: You will receive a written response to your complaint within 21 working days of submitting it. The response will outline the findings of the investigation and the proposed resolution.
5. Right to Appeal: If you are unhappy with the outcome of your complaint, you have the right to appeal to the Trustees of the Community. Your appeal should be submitted by email to Trustees@madhapar.uk within 10 working days of receiving the initial response. The Trustees will review your appeal and make a final decision.

Confidentiality

All complaints will be treated confidentially. Your personal information will only be shared with those who need to be involved in resolving your complaint.

Timeframes

The Committee will endeavour to meet the timescales outlined above; however, there may be occasions where this is not possible due to the complexity of the complaint. If there is a delay, you will be informed and given a revised timeframe.

Contact Information

For any questions about this procedure or to make a complaint, please contact the Committee by email to info@madhapar.uk.

Review

This complaints procedure will be reviewed annually by the Committee to ensure its effectiveness.

V1.0 – 4th July 2024