This procedure covers all complaints about any provision of community facilities or services by Elephant Rooms.  

Any person, including members of the public, may raise a concern or make a complaint to Elephant Rooms about any provision of facilities or services that we provide. We take all concerns and complaints very seriously and we are committed to addressing them effectively and quickly. This Policy sets how concerns and complaints can be raised and how they will be addressed.

A concern may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’. 

A complaint may be defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.

It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure. Elephant Rooms takes concerns and complaints seriously and will make every effort to resolve the matter as quickly as possible. 

How to raise a concern or make a complaint

A concern or complaint can be made in person, in writing or by telephone. They may also be made by a third party acting on behalf on a complainant, as long as they have appropriate consent to do so. 

Concerns should be raised with, and complaints made to the Centre Manager Helen Patilla, Tel: 07375 468005, elephantroomsdraycott@gmail.com The Centre Manager will investigate the concern or complaint and provide a response in writing to the complainant.

If complainants are unable to communicate with the Centre Manager or are not satisfied with the response they can also raise their concerns with any of the Directors. The Director will take the matter to the Elephant Rooms Board to be addressed. 

Resolving complaints

At each stage in the procedure, Elephant Rooms will seek to resolve the complaint. If the complaint is upheld in whole or in part, it will be acknowledged and explained. We shall always seek to provide the following:

• an apology as appropriate.

• an explanation of issue or incident

• An admission of any failings on the part of Elephant Rooms,

• an explanation of the steps that have been or will be taken to help ensure that it will not happen again.

• an indication of the timescales within which any changes will be made.

• an undertaking where relevant to review policies in light of the issue.

All formal complaints will be referred to the Board to be reviewed at the Board meetings.

March 2023