Complaint Process

 

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Complaint Process

Holland House Hargeisa defines a complaint as ‘any expression of dissatisfaction (with a member, a staff member, or with a board member) that relates to Holland House Hargeisa and that requires a formal response’.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

Stage 1

We encourage all members of Holland House Hargeisa or members of the public to call or write into Holland House Hargeisa to aim to resolve all concerns or complaints informally. In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right.

If your complaint concerns a board member, rather than a member of staff, you should write formally to the individual concerned. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking. You can expect your complaint to be acknowledged within 7 working days of receipt. You should get a response and an explanation within 15 working days. Our contact details can be found on the Contact Us part of the Holland House Hargeisa Website.

Stage 2

If you are not satisfied with the initial response to the complaint, then you can write to Holland House Hargeisa Director of Operations and ask for your complaint and the response to be reviewed. You can expect the Director of Operations to acknowledge your request within 7 working days of receipt and a response within 15 workings days.
Holland House Hargeisa’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Final Stage

If you are not satisfied with the subsequent reply from Director of Operations, then you have the option of writing to the Chair of the Board, stating the reason why you are dissatisfied with the outcome. Our contact details can be found on the
Contact Us part of the Website. You must do this within 10
days of receiving the written response from the Director of Operations.
The Chair of the Board (or their nominee) will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.

Note. If your original complaint was against the Chair of the Board, then the final stage will be handled by the President, or by the Vice Chair of Holland House Hargeisa and/or any nominee by the board. This response is final.

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