Complaints Policy
www.gamedayvision.com Complaints Policy
Type of website: Service Showcase – Brochure
Effective date: 21st November 2024
Game Day Vision Complaints Policy
1. Purpose
At Game Day Vision CIC, we are committed to providing a high-quality service to everyone we work with. However, we acknowledge that from time to time, issues or concerns may arise. This Complaints Policy outlines how we address and resolve complaints in a fair, timely, and respectful manner.
2. Scope
This policy applies to all stakeholders, including but not limited to:
– Service Users
– Partner organisations
– Employees, contractors, and volunteers
– Members of the public or community who engage with Game Day Vision.
3. Definition of a Complaint
A complaint is defined as any expression of dissatisfaction, whether justified or not, regarding the actions, services, or decisions of Game Day Vision, its employees, volunteers, or representatives.
4. Our Commitment
We will:
– Treat complaints seriously and handle them with respect, confidentiality, and impartiality.
– Ensure all complaints are addressed promptly, transparently, and professionally.
– Use feedback from complaints to improve our services.
5. How to Make a Complaint
Complaints can be made in several ways:
– In Person: You can raise a concern with any staff member, volunteer, or representative of Game Day Vision.
– By Email: Complaints can be sent to Andrew@gamedayvision.org.uk with the subject line “Complaint.”
– By Phone: 07814 388539
When submitting a complaint, please provide as much detail as possible, including:
– The nature of the complaint
– The date(s) of the incident(s)
– Any relevant documentation or information
– Your contact details
6. Procedure for Handling Complaints
1. Acknowledgement:
– Upon receipt of the complaint, we will acknowledge the complaint in writing (email or letter) within 5 working days. This acknowledgment will include a reference number and the name of the person handling your complaint.
2. Investigation:
– The complaint will be reviewed by a designated member of our team. The investigation process may involve gathering further information from all relevant parties.
– This will be completed within 15 working days of the complaint being acknowledged. If the investigation requires more time, we will notify you of the expected timeline.
3. Resolution:
– Once the investigation is complete, we will inform you in writing of the outcome. The response will detail our findings, any actions we will take, and any changes or improvements we will implement as a result of the complaint.
– Where appropriate, we will offer an apology and outline steps for resolution.
4. Escalation:
– If you are not satisfied with the outcome of your complaint, you may escalate it by writing to the Board of Directors at Game Day Vision. This should be done within 10 working days of receiving the outcome.
– The Board will review the complaint, the investigation, and the outcome, and will respond within 20 working days of receiving the escalation request.
5. Final Decision:
– The Board’s decision is final. If the complainant is still dissatisfied, external options such as mediation, legal action, or reporting to relevant regulatory bodies may be pursued.
7. Confidentiality and Data Protection
All complaints will be handled with the highest level of confidentiality. Any personal information gathered during the complaints process will be protected in accordance with relevant data protection legislation.
8. Monitoring and Review
Complaints will be recorded and monitored to identify trends and areas for improvement. This Complaints Policy will be reviewed annually to ensure its effectiveness and compliance with current legislation.
9. Contact Information
If you have any questions, concerns or complaints, you can contact our data protection officer, Andrew Birch at:
Andrew Birch
Game Day Vision
+44 7538 031005
Andrew@gamedayvision.org.uk
By implementing this Complaints Policy, Game Day Vision aims to resolve concerns effectively while continually improving our services to meet the needs of our community.