1. Who can make a complaint?

Any person, including members of the public, may make a complaint to Sri Guru Singh Sabha Southall (‘the Sabha’) about any provision of facilities or services that we provide. Unless complaints are dealt with under separate statutory procedures, we will use this complaints procedure.

2. The difference between a concern and a complaint

A concern may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought .

A complaint may be defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.

It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure. The Sabha takes concerns seriously and will make every effort to resolve the matter as quickly as possible.

If you have difficulty discussing a concern with a particular sewadar or committee member, we will respect your views. In these cases, the complaints officer of the Sabha will refer you to another sewadar or committee member. Similarly, if the sewadar or committee directly involved feels unable to deal with a concern, the complaints officer of the Sabha will refer you to another sewadar or committee member. The sewadar or committee member may be more senior but does not have to be. The ability to consider the concern objectively and impartially is more important.

We understand however, that there are occasions when people would like to raise their concerns formally. In this case, the Sabha will attempt to resolve the issue internally, through the stages outlined within this complaints procedure.