Updated April 2025
Our Policies and Guidelines

Introduction

Nottingham Gurdwara values feedback and complaints as an opportunity to learn, improve, and provide better services to our community. This complaints policy outlines our procedures for handling complaints in a fair, efficient, and respectful manner.

Scope

This policy applies to:

  1. All employees, volunteers, and trustees of Nottingham Gurdwara.
  2. All individuals participating in Gurdwara activities, programs, and services.
  3. All visitors to the Gurdwara premises.

Definitions

  1. Complaint: An expression of dissatisfaction or concern about the Gurdwara’s services, policies, or actions.
  2. Complainant: The individual making the complaint.

Principles

  1. Respect: We will treat all complainants with respect, dignity, and courtesy.
  2. Fairness: We will handle complaints in a fair, impartial, and transparent manner.
  3. Confidentiality: We will maintain confidentiality when handling complaints, except where disclosure is necessary to investigate or resolve the issue.
  4. Timeliness: We will respond to complaints promptly and within a reasonable timeframe.

Complaints Procedure

  1. Initial Contact: Complainants can contact the Gurdwara in person, by phone, email, or post.
  2. Complaints Form: A complaints form will be provided to the complainant to ensure all necessary information is captured.
  3. Acknowledgement: The Gurdwara will acknowledge receipt of the complaint within 3 working days.
  4. Investigation: The complaint will be investigated by a designated officer, who will gather relevant information and evidence.
  5. Response: A response will be provided to the complainant within 14 working days, outlining the findings, actions taken, and any resolutions or recommendations.
  6. Appeal: If the complainant is dissatisfied with the response, they can appeal to the Gurdwara’s management committee within 14 working days.

Roles and Responsibilities

  1. Complaints Officer: Responsible for receiving, investigating, and responding to complaints.
  2. Management Committee: Responsible for reviewing appeals and ensuring the complaints policy is implemented effectively.
  3. Trustees: Responsible for overseeing the complaints policy and ensuring it aligns with the Gurdwara’s values and objectives.

Review and Update

This policy will be reviewed and updated annually, or as necessary, to ensure it remains effective and compliant with relevant laws and regulations.

Our Policies and Guidelines