We are dedicated to continuous improvement and value feedback from our members, particularly addressing complaints. Our goal is to ensure that:

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• Complaints are easy to submit and handled promptly

• We respond fairly and appropriately, with an explanation, apology or action

• Complaints are resolved consistently to the satisfaction of the complainant when possible

• We learn from complaints and where appropriate implement changes

 

Complaint resolution process: We encourage members to first resolve complaints informally through direct communication. If needed, the Goslings committee can help facilitate this. If informal resolution is not possible or preferred, complaints can be formally raised as follows:

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Step 1: Submit your complaint in writing to the Goslings London Committee at Goslingsclub@outlook.com. The Chairperson will assign 2 Committee members to investigate and will acknowledge your complaint within 5 working days. You will receive a response or resolution within 30 working days. If more time is required, you will be notified.

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Step 2: If you are unsatisfied with the outcome, you may request a reinvestigation by contacting the Chairperson within 10 working days. The Chairperson will review the complaint again with another committee member and provide a response withing 30 working days. If more time is required, you will be notified.

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Responsibilities:

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Goslings London Committee: The Committee will handle all complaints fairly, impartially and confidentially. If necessary, membership actions will follow the Club's constitution. Criminal matters will be referred to the police.

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Complainant: You must submit your complaint in writing within 4 weeks of the issue, including full details and the desired resolution.

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Exceptions: Complaints outside the remit of Goslings London, such as lost property, non-Goslings events, or issues with sports centres are not addressed by this process.

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Timelines: All timeframes are indicative. If more time is needed, you will be notified.

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Conflicts of interest: If the Chairperson is involved in the complaint, the Secretary will take over the responsibilities.

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Policy review: Complaints and actions taken will be reviewed annually, with an anonymised summary provided at the AGM. Feedback on this policy is always welcome. 

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