Complaints Policy 

Elphin, Ledmore & Knockan Community Association Ltd is committed to providing the best possible service to all its members, its community and the general public. Sometimes things go wrong, and when they do we need to know so that we can put things right and learn from our mistakes.

We welcome all feedback. You can give your feedback to the booking manager/event organizer or Wendy Wright our secretary.

If, however, you want to make a formal complaint about us, the following procedure will apply.

Stage 1

Please send full details promptly to the Company Secretary, Simon Jeffreys, by email at cosec.elkcal@gmail.com or by post at 35 The Boundary, Tunbridge Wells, Kent TN3 0YA.

Your complaint will be dealt with by the Company Secretary. Our aim is to acknowledge your complaint within 5 working days, and send you a full written decision within a further 15 working days. If he expects to take longer than that to deal with your complaint, he will let you know.

Stage 2

If you are not satisfied with the outcome of your complaint at stage 1, you can appeal in writing to the Chair of Directors, Stuart Charlton, within 15 working days of receiving the Company Secretary’s decision. You can do this by email to elkcal@hotmail.com or by post to Fir Chlis, 396 Elphin, Lairg, Sutherland IV27 4HH.

He will appoint a sub-committee of the Board to consider and decide on your appeal. Our aim is to acknowledge your appeal within 5 working days and for the sub-committee to give you a full written decision within a further 15 working days. If they expect to take longer than that to deal with your appeal, they will let you know.

The decision of the board sub-committee at Stage 2 is final.

Issued: October 2011

Review: October 2012