The Goldsworth Park Community Association (GPCA) is committed to providing a good service to residents and other users of its facilities, whether they are individuals or organisations. However, we recognise that, sometimes, things go wrong. When this happens, we want to hear about the problem, deal with the situation as quickly as possible and put measures in place to stop it happening again. The GPCA is always prepared to listen to people who are willing to take the time to help it improve.
Making a complaint
If you are unhappy about the response to an enquiry or a service you have received from the GPCA, please speak initially to the person who responded to you or provided that service. Please feel free to say how you think your complaint could be resolved; the aim is to reach the best possible outcome.
If you feel it would be difficult or inappropriate to talk to the person who first responded to you or provided the service about which you are complaining, then speak to one of the Trustees. They will try to give you a response immediately but, if the matter is more complicated, they will investigate and give you a response within 5 working days.
If you are not satisfied with the response or wish to raise the matter more formally, please e-mail the Chair of Trustees at firstname.lastname@example.org or write to the Chair of Trustees at the address below. The Chair will investigate your complaint and endeavour to provide you with a written response within 14 working days. The Chair’s decision is final.
Complaints the GPCA cannot deal with
Occasionally, the GPCA may receive a complaint that does not relate to anything that has been done in our name or that we are not in a position to resolve; the GPCA cannot engage in debates on issues that are unrelated to our objects.
There may be occasions when the GPCA will choose not to respond to a complaint. These include:
- anonymous complaints or those which are incoherent or illegible;
- complaints about issues with which we have no direct connection;
- when someone unreasonably pursues a complaint to which we have already responded;
- when a complainant is being abusive, prejudiced or offensive in their manner or is harassing an employee or volunteer.
If you have received a good service from the GPCA,
please let the Chair of Trustees know!