ANDYSMANCLUB Ltd (AMC) views complaints as an opportunity to learn, grow and develop for the future, as well as correcting any unsatisfactory experiences for the individual or organisation that has made a complaint.

Definition of complaint: A complaint is a statement whereby you express your dissatisfaction with a particular service, situation or individual.

ANDYSMANCLUB policy is as stated below:

• To ensure that making a complaint is as easy as possible.
• To provide a fair, transparent and clear complaints procedure that is straightforward for anyone wanting to make a complaint.
• To ensure that all employees and volunteers are aware of what to do if a complaint is received and who to inform following the complaint.
• To ensure that complaints are investigated without bias,fairly and promptly.
• To ensure that where possible that all complaints are resolved.
• To collect information and feedback that will allow us to rectify, reflect and improve what we do through continued learning.

All complaints will be handled with the utmost sensitivity and information will only be shared with relevant individuals to the complaint (only those that need to know). If exceptional circumstances dictate that confidentiality can not be maintained the complainant will always be informed of the situation.

We want to make it as straightforward and simple as possible for you to make a complaint or provide any feedback.

These are the ways that you can contact us:

Email us: You can email us at info@andysmanclub.co.uk or sabrina.m@andysmanclub.co.uk.

You can write to us: ANDYSMANCLUB, Croft Myl, West Parade, Halifax, HX1 2EQ.

Face to Face Contact: If you are an attendee wishing to make a complaint and feel able to please do initially approach one of your facilitator team members, if you feel uncomfortable and unable to do this please email info@andysmanclub.co.uk and we can put you in touch with your Area Lead. Alternatively if the complaint is regarding an Area Lead or employee this can be taken to the General manager.

Where a complaint has been made using one of the above methods we will aim to respond within 72 hours (3 working days) of you making the initial complaint. We will contact you by your preferred means to discuss the matter further and to gather some additional information and document any information if necessary. Hopefully we can resolve the complaint efficiently and promptly without further investigation.

If your complaint requires further investigation we will do the following:

• Document full details of your complaint
• Document the complaint in our complaints log
• Document the relationship between the complaint and ANDYSMANCLUB Ltd.
• Ensure all steps are taken to investigate the complaint efficiently.
• Contact you within 15 working days of receiving the complaint to update you on the progress of your complaint or to discuss the findings.
• We strive to keep you informed until your complaint is satisfactorily resolved or until all appropriate measures have been taken and exhausted to resolve the complaint.

ANDYSMANCLUB’s General Manager will initially handle/oversee all complaints, if necessary and where appropriate the board will be made aware of any significant complaints made via the secretary. If the complaint is related to one of the above individuals an alternative option will be provided to oversee the complaint.

Where relevant your complaint may be passed onto a member of the Senior Leadership/Regional or area lead to gather morning information.

We commit to address each complaint in a professional, fair, sensitive and unbiased manner whilst ensuring complete transparency.

We understand that the complainant has the right to voice their opinion and views and this will be taken seriously at all times. However, we will not tolerate any abusive/threatening/Harassing or discriminatory behaviour either physically or verbally to any Trustees, employees or volunteers whilst investigating your complaint. Should any of these behaviours be displayed we may refuse to investigate the complaint any further.

A complaint is often best resolved by the individual responsible for the problem being complained about. If the complaint has been received by the individual involved in the complaint this may be resolved promptly and efficiently and they should do so where appropriate.

Stage One
In the first instance, formal complaints are to be submitted to the General Manager in writing via the methods detailed above. On receipt of a complaint the General Manager should allocate a specific individual to deal with the complaint, or deal with the complaint themselves depending on the nature of the complaint. If the complaint is of a significant nature the Chair and the Secretary of the Trustees will be informed of the complaint and the trustees will assist/advise with the investigation/dealing of the complaint if required.

A formal complaint will always be acknowledged within 5 working days of receipt and we aim to respond to you fully within 20 working days.

Stage Two
If the complainant feels that the issue has not been satisfactorily resolved or inappropriately dealt with at Stage 1, they can request that the complaint be reviewed at Board level. You can write to the Secretary of Trustees to the above address for their attention and ask for your complaint and response to be reviewed. You can expect the Secretary to acknowledge your request within 5 working days of receipt and they will arrange for your complaint to be reviewed by a member of The Board of Trustees who are neither the subject of the complaint nor have been involved with the handling of the complaint. The outcome of the review will be completed within 20 working days, and the decision of The Board of Trustees will be final.

ANDYSMANCLUB Ltd is a registered charity both in England & Wales and Scotland. The complainant can complaint to the charity regulator at any point throughout the complaint procedure and additional information can be obtained from the following links:

Charity Commision Regulator: https://www.gov.uk/complain-about-charity

The Scottish Charity Regulator: https://www.oscr.org.uk/complaints

The board of trustees may alter the complaints procedure when necessary. This may be required to avoid a conflict of interest, for example, a complaint about a Chair or trustee should not also have the Chair and/or trustee involved as a person in charge of a Stage 2 complaint.

A review of the policy will be drafted for the board of trustees for full review every 12 months.

ANDYSMANCLUB LTD is dedicated to continuous improvement and will record and monitor complaints to ensure a regular review of its policies and procedures.