Making a Complaint – Complaints Procedure

The Buddhist Society

Complaints Policy

The Buddhist Society is a company limited by guarantee (No. 5730715 (England and Wales)) and a registered charity (No. 1113705)

We strive to provide the very highest standards of professionalism and customer service; however, there may be occasions when you feel dissatisfied with the service you have received from us.

The Buddhist Society views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
To make sure everyone at The Buddhist Society knows what to do if a complaint is received
To make sure all complaints are investigated fairly and in a timely way
To make sure that complaints are, wherever possible, resolved and that relationships are repaired
To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of The Buddhist Society.

Who can complain?

Any person or organisation that has a legitimate interest in the Buddhist Society can complain. You, or someone acting with your written consent, can make a complaint about the actions or decisions of the Buddhist Society that affect you as a member. Complaints can also be made about the actions or decisions of someone acting on behalf of the Buddhist Society that affect you as a member, for example a teacher, solicitor or other contractor. Page 2

Can non-Buddhist Society members complain?

Yes, you can complain if you have used a Buddhist Society member service but are not yourself a member, for example as an attendee at a Buddhist Society event or user of our facilities.

What is the time limit for making a complaint?

You should normally complain within three months of the event(s) concerned or within three months of becoming aware that you have something to complain about.

A complaint can be received verbally, by phone, by email or in writing.

This policy does not cover complaints from staff, who should use The Buddhist Society’s Discipline and Grievance policies.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with The Buddhist Society Council.

Review

This policy is reviewed regularly and updated as required