The Stalisfield Village Hall Trust (SVHT) Complaints Policy
Stalisfield Village Hall Trustees are committed to maintaining a strong partnership with members of the local community and users of the village hall.
We are open to feedback and comments about our work, both positive and negative as these can provide us with valuable information about our effectiveness and how we can better meet our aims.
If any user of the Village Hall or member of the local community is unhappy about the standard of service provided, the quality of the facilities within the Hall, the safety of users, the handling of a particular situation or issue or any other matter, the Trustees will investigate and, where appropriate, make amendments to practices.
The Stalisfield Village Hall Trustees are committed to equal opportunities and take complaints about discrimination very seriously.
Our complaints procedure has been adopted to ensure that most complaints are resolved quickly and smoothly.
Definition of a complaint
A complaint is an expression of dissatisfaction about Stalisfield Village Hall. All complaints should be raised within 3 months from any incident or issue.
Complaints may come from members of the public or persons and organisations using the hall, local residents, suppliers or their representatives. A complaint can be received by email or letter.
Confidentiality
All complaints will be handled sensitively and confidentially and in accordance with data protection requirements.
The Trustees will not discriminate in any way in their handling of complaints.
Anyone receiving a complaint should be respectful and calm taking the time to understand your complaint. We may ask for more detail in order clarify circumstances or context.
Responsibility
Overall responsibility for complaints lies with the Stalisfield Village Hall Trustees.
Procedure for handling complaints
Complaints should be emailed to admin@stalisfieldvillagehall.co.uk or sent to The Trustees. Please make clear all the relevant facts in relation to your complaint and include your name and contact details.
The Trustees aim to acknowledge complaints within 7 days and to give a written response within 2 weeks. If the complaint is judged to involve complex issues, complainants will be informed of progress within 2 weeks and informed when to expect a final response.
The main aim is to resolve complaints as quickly as possible and to everyone’s satisfaction.
We take every complaint seriously and treat everyone who complains with respect and courtesy. Any safety concerns will be dealt with immediately.
Last reviewed – August 2026
Review required – August 2028