The Póg Mo Thórin Club Complaint Handling Procedure

1. Purpose

The purpose of this Complaint Handling Procedure is to provide members of The Póg Mo Thórin Club with a clear process to lodge complaints and ensure that these complaints are addressed in a fair and timely manner. This procedure also provides a means to resolve disputes in a constructive way.

2. Making a Complaint

Members who wish to lodge a complaint should follow the steps below:

• Complaints must be submitted in writing to either the Chairperson or the Secretary.
• The complaint should include details such as the nature of the issue, the individuals involved, and any relevant dates and times.
• Complaints can be submitted via email or in person during a scheduled meeting.

3. Handling of Complaints

Once a complaint has been received, the following steps will be taken:

• The Chairperson or Secretary will acknowledge receipt of the complaint within 7 days.
• The complaint will be reviewed by the club's Committee, which consists of the Chairperson, Treasurer, and Secretary.
• A response will be provided to the member within 14 days of receiving the complaint, outlining the steps that will be taken to address the issue.

4. Dispute Resolution

In cases where a dispute arises between members, the following process will be used to resolve the issue:

• The involved parties will be asked to attend a meeting with the Committee to discuss the issue in a constructive manner.
• If the dispute cannot be resolved during the meeting, the Committee may appoint a neutral mediator to help facilitate a resolution.
• All parties must agree to abide by the outcome of the mediation process.

5. Confidentiality

All complaints and disputes will be handled with the utmost confidentiality. Only those directly involved in resolving the complaint or dispute will have access to the information provided.

6. Appeals

If a member is not satisfied with the outcome of their complaint, they have the right to appeal:

• The appeal must be submitted in writing to the Chairperson within 7 days of receiving the response.
• The Committee will review the appeal and provide a final decision within 14 days of receiving the appeal.

7. Contact Information

For any questions regarding the complaint process or to lodge a complaint, members can contact the club's Chairperson or Secretary. The club is committed to ensuring all members feel heard and respected.