• This procedure outlines how we will receive, handle, and respond to complaints about our activities, services, or conduct.

• This procedure applies to all complaints received from members, volunteers, or members of the public about the Community Association of Poundbury (CAoP).

• Step 1: Receiving Complaints
  - Complaints policy should be posted online and the lead role of the Secretary noted
  - Complaints can be made in person by email 
  - All complaints will be logged and acknowledged within 10 working days

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• Step 2: Initial Assessment
  - The complaint will be assessed to determine its nature and severity
  - If possible, we will try to resolve simple complaints immediately

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• Step 3: Investigation
  - For more complex complaints, the CAoP secretary will investigate
  - This may involve speaking to relevant parties and reviewing documents
  - We aim to complete investigations within 21 days

• Step 4: Response
  - We will provide a written response to the complainant
  - This will include our findings and any actions we plan to take

• Step 5: Appeal
  - If the complainant is not satisfied with the response, they can appeal to the CAoP Chair
  - The Chair’s decision will be final

• Step 6: Learning and Improvement
  - We will use complaints as an opportunity to improve our services
  - We will review complaints to identify any patterns or systemic issues
   

• All complaints will be handled confidentially, with information shared only on a need-to-know basis.

• This procedure will be reviewed annually and updated as necessary.

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• Contact:

• secretary@lovepoundbury.org

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• Approved by the CAoP Directors: 27.03.2025

• Last updated: 27.03.2025