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Complaints policy

How to raise a concern or make a complaint, and how we will deal with it.

Version 1.0. Approved by the trustees on 10 December 2025. Next review: December 2026.

Applies to: Trustees, volunteers, contractors, hirers and members of the public.

Fivehead Village Hall & Park is the working name of Fivehead Village Hall and Playing Field CIO, registered charity 1204704.

Purpose

Fivehead Village Hall & Playing Field CIO ("the CIO") aims to provide excellent facilities, fair processes and respectful treatment for all users, volunteers and members of the public.

This policy gives a clear way to raise and resolve concerns about:

  • The condition or management of the hall, playing field or play area
  • The conduct of trustees, volunteers or contractors
  • Booking processes, hire arrangements or charges
  • Safety, communication or standards of service

It makes sure complaints are handled fairly, promptly and consistently.

What this policy covers

This policy covers:

  • Complaints about CIO services or facilities
  • Actions or decisions of the trustees or volunteers
  • The conduct of contractors working on CIO premises
  • Complaints from hirers, visitors, local residents or the public

It does not cover safeguarding concerns, which must follow the Safeguarding policy, or whistleblowing about serious wrongdoing (see the Bullying, harassment and conduct policy).

Principles

The CIO will make sure that:

  • Complaints are taken seriously and handled promptly
  • People are treated with respect and without bias
  • Concerns are listened to and clarified
  • Complaints are investigated proportionately
  • The outcome is communicated clearly
  • What we learn from complaints is used to improve services

The CIO will not tolerate abuse of volunteers or trustees.

Who can complain

Anyone who uses, visits, hires or is affected by the hall, playing field or CIO-managed activities may make a complaint, including:

  • Hirers and activity providers
  • Participants and visitors
  • Local residents
  • Contractors or suppliers
  • Volunteers and trustees

Informal resolution

Where possible, we encourage you to raise concerns informally first, as most issues can be resolved quickly and amicably. You can raise an informal complaint with:

  • The Secretary
  • The Chair
  • A trustee present at an event

If informal resolution is not appropriate or does not work, use the formal process.

How to make a formal complaint

Make a formal complaint in writing, by email or letter, to the Secretary:

Email: [email protected]

Post: The Secretary, Fivehead Village Hall & Playing Field CIO, Fivehead Village Hall, Stowey Road, Fivehead, Taunton, Somerset TA3 6PP

If your complaint is about the Secretary, address it to the Chair at the same email or postal address.

What to include

  • Your name, address and email or phone number
  • What happened, when, and who was involved
  • Whether you have already tried to resolve it informally, and how
  • The outcome you are looking for

Acknowledgement

We will acknowledge your complaint within 7 days.

Investigation

The Secretary (or the Chair) will:

  • Review the complaint
  • Ask for more information if necessary
  • Speak with the trustees, volunteers or contractors involved
  • Consider any relevant documents

Outcome

We will send you a written response within 28 days, including:

  • A summary of the issue
  • What the investigation found
  • Any actions taken or planned
  • Any right of appeal

Appeals

Appeals must be made within 14 days of the outcome letter. They will be considered by two trustees who have not been involved in the matter. Their decision is final.

Complaints about trustees or volunteers

If a complaint is about the conduct of a trustee or volunteer:

  • That person will not handle the complaint
  • Another trustee will lead the investigation
  • Where necessary, the matter may be referred under Charity Commission guidance, or to the relevant regulatory authorities, Somerset Council (for licensing matters) or the police (if criminality is suspected)

The CIO will make sure the process is fair and confidential throughout.

Anonymous complaints

Anonymous complaints will be recorded and considered, but we may not be able to investigate them fully or give an outcome.

Vexatious or malicious complaints

The CIO may refuse to investigate, or may close a complaint, where:

  • There is evidence of malicious intent
  • The complaint is repeated without new information
  • The complainant's behaviour becomes abusive

This does not prevent legitimate concerns being raised.

Record keeping

The CIO will keep a complaints log, copies of complaint correspondence, and notes of investigations and outcomes. Records are stored securely in Microsoft 365 SharePoint, kept in line with our Privacy policy, and are only available to the Secretary and the Chair.

Review

This policy will be reviewed every year, or sooner if:

  • There is a significant complaint
  • Guidance changes
  • The trustees or a funder ask for it