Complaints Policy

Policy Statement Heston Wellness Centre Ltd (the "Centre") is committed to providing high-quality, affordable fitness and community support programs to advance the health and well-being of the public in Hounslow, with a particular focus on elderly individuals. We value feedback from our participants, volunteers, staff, and the wider community as it helps us improve our services. This policy sets out a clear, fair, and accessible process for handling complaints, ensuring they are dealt with promptly, impartially, and confidentially.

The Centre complies with relevant legislation, including the Equality Act 2010, Data Protection Act 2018 (incorporating GDPR), and guidance from the Charity Commission for England and Wales. We aim to resolve complaints informally where possible but provide a structured formal process if needed. No one will be disadvantaged or treated unfavourably for raising a genuine complaint.

Scope This policy applies to complaints about:

• The quality or delivery of our services (e.g., chair yoga classes or community events).

• The conduct of our trustees, directors, staff, or volunteers.

• Our policies, procedures, or decision-making.

• Fundraising activities or partnerships.

It does not cover:

• Complaints about external organisations or individuals not affiliated with the Centre (these should be directed to the relevant party).

• Safeguarding concerns involving vulnerable adults or children, which are handled under our separate Safeguarding Policy and may involve statutory referrals.

Anonymous complaints will be considered where possible, but we may be limited in our ability to investigate or respond fully.

How to Make a Complaint

Complaints can be made verbally or in writing (including email, letter, or via our website contact form). We encourage early resolution and welcome suggestions for improvement.

Contact details:

• Email: sefali.dhani@hotmail.co.uk

• Post: Heston Wellness Centre Ltd, 31 Cranford Lane, Hounslow, Middlesex, TW5 9EP

• Telephone: 07883 078625

• In person: Speak to a trustee or volunteer during a class or event.

Please provide:

• Your name and contact details (if not anonymous).

• Details of the complaint, including dates, times, and individuals involved.

• What outcome you are seeking (e.g., an apology, change in procedure).

Complaints Procedure

We aim to acknowledge all complaints within 3 working days and resolve them as quickly as possible. The process has three stages:

1. Informal Resolution: Most complaints can be resolved quickly. If appropriate, a trustee or designated volunteer will discuss the issue with you and aim to resolve it within 7 working days. If this satisfies you, no further action is needed.

2. Formal Investigation: If the informal stage does not resolve the issue, or if the complaint is serious, submit it in writing. A lead trustee (not involved in the complaint) will investigate, gathering evidence and speaking to relevant parties. You will receive a written response within 21 working days, outlining findings, actions taken, and any proposed remedies.

3. Appeal: If you are dissatisfied with the formal response, appeal in writing within 14 days to the Chair of Trustees (or another trustee if the Chair is involved). The appeal will be reviewed by at least two trustees, and a final decision will be provided within 21 working days. This decision is final within the Centre.

If your complaint relates to data protection or fundraising, you may escalate to external bodies after our process:

• Information Commissioner's Office (ICO) for data issues (ico.org.uk).

• Fundraising Regulator for fundraising concerns (fundraisingregulator.org.uk).

• Charity Commission for serious governance issues (gov.uk/complain-about-charity).

Confidentiality and Data Protection

All complaints will be handled confidentially, sharing information only with those directly involved in the investigation. Personal data will be processed in line with our Privacy Policy and GDPR requirements. Records of complaints will be retained securely for 6 years (or longer if required by law) for monitoring purposes.

Monitoring and Review

The trustees will review all complaints annually to identify trends, improve services, and ensure policy effectiveness. This policy will be reviewed every two years or following significant changes in legislation or operations.

Date Adopted: 14 December 2025

Next Review: Annually or following significant changes to activities

Approved by: The Board of Trustees