Complaints Procedure 

Listening to you…

Whilst we do our very best to get things right, we know that on

occasion some things don’t always go to plan.

Sometimes we just get things wrong. And when we do, we want to

know – so we can find out what happened, why, learn and stop it from

happening again.

We commit to:

• treating complaints seriously and dealing with them properly

• resolving complaints promptly and informally whenever

possible

• learning from complaints and taking action to prevent them from

happening again

• ensuring that complaints are treated in confidence.

How to let us know if something isn’t right

We want to resolve your problem and respond to you as quickly as

possible. We aim to resolve the majority of complaints within one

calendar month. Although in most cases we will respond sooner.

If the matter is more complex, serious or if there are circumstances

beyond our control, we will keep you updated on when we will be

able to respond.

Please provide full details of your complaint which, where

appropriate, should include any dates, times and location of any

incident together with names or descriptions of any parties involved.

Here’s how to get in touch with us:

By email: membership@goldenvalleywalkingclub.co.uk

Process1. Grievance email received into membership inbox

2. Chair receives the email

3. Chair informs the committee and responds to the complainant in a

timely manner

4. Extraordinary meeting convened (either in person or online)

5. Matter is resolved or further action/advice to be sought

6. Chair communicates by email