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COMPLAINTS POLICY

We aim to do our best to ensure that members of Hope Community Gospel Choir and the members of the community that we engage with have an enjoyable experience, but we recognise that sometimes things may not go right. In those circumstances, we aim to resolve any complaints promptly and fairly to the best of our ability. 

 

A record of all formal complaints will be kept by the committee, including dates and details of any actions made towards reaching a resolution. All complaint information will be handled sensitively and in line with General Data Protection Regulations. However, there may be some circumstances where we will not be able to maintain complete confidentiality in order to achieve the outcomes desired. If this is the case, the situation will be explained to the complainant.

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Informal Complaints

To ensure a swift and satisfactory outcome, we would encourage members of the choir and of the public in the first instance to raise an informal complaint in-person to Co-Chairs Ian Lishman or Carolin Tomlinson. We will aim to resolve all complaints quickly and with discretion. 

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Formal Complaints

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If concerns cannot be resolved informally, or if a written response is required, formal complaints can be raised in writing to Co-Chairs Ian Lishman and Carolin Tomlinson on contact@hopegospelchoir.com. Please outline the details of your complaint, its effect on you, and the outcome you are seeking. 

 

Upon receiving a formal complaint, we will: 

  • Send a written acknowledgement within 10 working days of receiving your complaint.

  • Aim to provide a final response within 20 working days. Final responses will include the steps taken to investigate your claim, the Committee’s conclusions, and any resolutions. 

  • Where complaints are more complex and a resolution cannot be achieved within this time frame, we will send an interim response outlining what actions are currently being taken and when you can expect to receive a final response. 

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Charity Commission

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If you are not satisfied with the outcome of your complaint, or have serious concerns about the actions of Hope Community Gospel Choir, a complaint can be made to the Charity Commission. Information on the Charity Commission’s complaints procedure can be found on the Charity Commission Government Website.

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