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Complaints Policy

1. Introduction

At Saddleworth Village Games, we are committed to delivering high-quality services and activities for children through sport. We value feedback and take complaints seriously. This policy sets out how we handle complaints and concerns in a fair, timely, and transparent manner.

This policy aligns with guidance from the Charity Commission for England and Wales and is part of our commitment to accountability and good governance.
 

2. Scope of This Policy

This policy applies to:

  • Service users (children and their families)

  • Volunteers

  • Donors and supporters

  • Members of the public

It covers complaints relating to:

  • The conduct of staff or volunteers

  • The quality or safety of our services or activities

  • Fundraising practices

  • Breaches of our safeguarding, equality, or health and safety policies

  • Governance or decision-making by trustees
     

3. Our Commitments

We will:

  • Treat all complaints seriously and respectfully

  • Investigate complaints thoroughly and impartially

  • Maintain confidentiality where appropriate

  • Aim to resolve complaints promptly

  • Use feedback to improve our services
     

4. Making a Complaint

You can make a complaint in the following ways:

Email:

svogames@gmail.com

Post:

Saddleworth Village Games

317 Huddersfield Road

Diggle

OL3 5PJ

If the complaint concerns a safeguarding issue, please refer directly to our Safeguarding Policy, and contact our Designated Safeguarding Lead.
 

5. Informal Resolution

Where possible, we encourage resolving issues informally. You can raise concerns directly with a relevant member of staff or volunteer. If you're not satisfied with the outcome, you may submit a formal complaint.
 

6. Formal Complaints Procedure

Stage 1 – Acknowledgement and Investigation

  • We will acknowledge your complaint in writing within 5 working days.

  • A senior staff member (or trustee, if appropriate) will investigate the complaint.

  • You will receive a full written response within 20 working days.

Stage 2 – Review

  • If you are not satisfied with the outcome, you may request a review.

  • A trustee or senior manager not involved in the original investigation will carry out the review.

  • You will receive a final written response within 15 working days of your request.


7. Taking Your Complaint Further

If your complaint involves serious concerns such as misuse of funds, harm to beneficiaries, or trustee misconduct, and you believe the charity is not addressing the issue appropriately, you can contact the Charity Commission:

8. Record Keeping

We keep a record of all complaints, including outcomes, for a minimum of six years. This helps us learn from feedback and demonstrate compliance to regulators.
 

9. Confidentiality and Data Protection

All complaints will be handled in accordance with our Data Protection Policy. Personal information will only be shared with those involved in investigating and resolving the complaint, unless we are legally required to disclose it.
 

10. Monitoring and Review

The Board of Trustees will receive an annual summary of complaints to monitor trends and ensure proper handling. This policy will be reviewed annually or in response to significant changes in law or practice.

Contact Us

For any queries about this policy, please contact:
Email: svogames@gmail.com

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