top of page

Complaints Policy

Introduction

Sarvamangala Society is committed to providing a high standard of service to everyone we engage with. We recognize that there may be occasions where our services or actions do not meet our users' or stakeholders' expectations. This Complaints Policy sets out the process for making a complaint and how the complaint will be handled.

​

Purpose

The purpose of this Complaints Policy is to:

​

  • Provide a clear and fair process for any complaints to be raised and addressed.

  • Ensure all complaints are handled efficiently and effectively.

  • Improve our services through feedback and learning from complaints.

​

Scope

This policy applies to all services provided by Sarvamangala Society and covers complaints made by any individual or organization regarding our operations, staff, volunteers, or those acting on our behalf.

​

Making a Complaint

  1. How to Complain: Complaints can be made by email, phone, letter, or in person. Please direct your complaint to [specific contact details].

  2. Information to Include: Please provide as much detail as possible, including your name, contact information, details of the complaint, and what outcome you are seeking.

  3. Anonymous Complaints: While we encourage complainants to provide their contact details, anonymous complaints will be accepted and investigated to the extent possible.

​

Complaints Process

  1. Acknowledgement: Receipt of each complaint will be acknowledged within [time frame, e.g., five working days].

  2. Assessment and Planning: An initial assessment will be made to understand the nature and severity of the complaint. We may contact you to clarify details or request additional information.

  3. Investigation: The complaint will be investigated impartially by gathering and considering all relevant information.

  4. Response: Once the investigation is complete, we will respond to you with our findings, conclusions, and any actions to be taken in response to the complaint.

  5. Resolution: We aim to resolve all complaints within [time frame, e.g., 20 working days] of receipt. If the complaint requires more time to investigate, we will inform you of the new deadline and keep you updated on progress.

​

Confidentiality

All complaints will be handled with confidentiality and in accordance with data protection laws. Information related to the complaint will be shared only with those who need to know for the purpose of resolving the complaint.

​

Escalation

If you are not satisfied with the initial response to your complaint, you can request that the matter be reviewed at a higher level. Please outline your reasons for requesting a review and send your request to [escalation contact details].

​

Monitoring and Learning

We log all complaints received and track their progress through to resolution. Complaints and outcomes are reviewed regularly to identify any trends or systemic issues and to inform service improvements.

​

Policy Review

This Complaints Policy will be reviewed annually to ensure its effectiveness and compliance with best practices and relevant regulations.

​

Contact Information

For submitting complaints or inquiries regarding this policy:

​

bottom of page