Compliments  and Complaints Policy

©2026 Hellenic Cultural Society of Bristol "Methexis" , Inc. All rights reserved.

Hellenic Cultural Society of Bristol

METHEXIS

Compliments and Complaints Policy and Procedure

Our Aim

Hellenic Cultural Society of Bristol “Methexis” is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right. 

Therefore we aim to ensure that:

• ensuring everyone knows how to make a compliment or complaint and how will be handled

• making a compliment or complaint is as easy as possible

• we welcome compliments, feedback and suggestions

• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response

•  we deal with it promptly, politely and, when appropriate, confidentially

• we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.

• record, store and manage all complaints accurately and in accordance with the Data protection Act

• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

We recognise that many concerns will be raised informally, and dealt within clear time frames. 

Our aims are to:

●  resolve informal concerns      

●   keep matters low-key

●    enable mediation between the complainant and the individual to whom the complaint has been referred

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

 Definitions 

Compliment is an expression of satisfaction about the standard of service we provide. 

Complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method

Complaints

If you have any concerns or complaints about our services, or interactions with our staff and volunteers, we are committed to addressing them promptly and effectively. 

We encourage you to reach out to us in one of the following ways:

Direct Communication: Contact Hellenic Cultural Society of Bristol Methexis via phone 07842631873 or email methexis.bristol@gmail.com to discuss your complaint with one of our representatives.

Written Complaint: Submit a written complaint by mail addressed to the designated officer (if applicable) or the Board of Trustees.

Feedback Form: Fill out our online feedback form available on our website, selecting the "Complaint" option.

When submitting your complaint, please provide as much detail as possible, including the nature of the issue, relevant dates, and any supporting documentation. This will help us investigate the matter thoroughly and provide you with a satisfactory resolution.

Compliments

We appreciate compliments as they acknowledge the hard work and dedication of our team members. If you have received exceptional service or wish to commend a specific employee, volunteer or aspect of our service, we encourage you to reach out to us in one of the following ways:

Direct Communication: Contact Hellenic Cultural Society of Bristol Methexis via phone 07842631873 or email methexis.bristol@gmail.com to discuss your complaint with one of our representatives.

Feedback Form: Fill out our online feedback form available on our website, selecting the "Compliment" option.

Upon receiving your compliment, we will ensure that it is shared with the relevant team members and their supervisors. Your kind words motivate us to maintain our high standards and continue delivering exceptional service.

Responsibilities

Hellenic Cultural Society of Bristol “Methexis” responsibility will be to:

• acknowledge the formal complaint in writing;

• respond within a stated period of time;

• deal reasonably and sensitively with the complaint; and

• take action where appropriate.

A complainant's responsibility is to:

• bring their complaint, in writing, to  Hellenic Cultural Society of Bristol “Methexis” attention normally within 8 weeks of the issue arising;

• raise concerns promptly and directly with a member of staff or member of board;

• explain the problem as clearly and as fully as possible, including any action taken to date;

• allow a reasonable time to deal with the matter, and

• recognise that some circumstances may be beyond Hellenic Cultural Society of Bristol “Methexis”’s control.

Complaints Procedure:

Upon receiving your complaint, we will acknowledge it promptly and begin our investigation process. Our aim is to resolve complaints efficiently and to your satisfaction. The steps involved in our resolution process may include:

Stage 1

In the first instance, should establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2

If the complaint cannot be resolved informally, the individual should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.

a)   A formal complaint can be made either verbally or in writing. If verbally, a statement should be taken by the designated officer (if applicable) or a trustee.

b)   In all cases, the complaint should be passed on. In the event of a complaint about a volunteer /staff or member the complaint should be passed to the board of trustees, and if the complaint is about a trustee or the designated officer (if applicable) this must be passed on to the Chair of the board of Trustees.

c)   Depending on the nature of the complaint, must acknowledge the complaint in writing within 10 working days of receiving it.

d)   One of the above will investigate the complaint. Any conclusions reached should be discussed with the staff member involved and a Trustee.

e)   The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter must be sent explaining why.

Stage 3

a)   If the complainant is not satisfied with the above decision, or the complaint is about the Chair of the Trustees, then a sub-group of random staff or volunteers or members of Trustees will be convened.

b)  The sub-group-this will be decided by the Vice Chair and the Secretary- will examine the complaint and may wish to carry out further interviews, examine files / notes / investigation. They will respond within four weeks in writing. Their decision will be final.

Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and  maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

Data Protection

Hellenic Cultural Society of Bristol “Methexis” will maintain received records, including details of the complaints, investigation, and resolution. These records will be kept confidential and in accordance with applicable laws and regulations. Records of grievance hearings should be kept confidential and retained in accordance with the Data Protection Act 1998 and Hellenic Cultural Society of Bristol “Methexis” GDPR Policy

Continuous Improvement

At Hellenic Cultural Society of Bristol “Methexis”, we view complaints as opportunities for improvement. We will analyze trends and patterns in complaints to identify areas where we can enhance our services, improve our processes, or provide additional training to our staff/volunteers.

Your feedback is invaluable to us, and we thank you for taking the time to share your compliments and complaints. By working together, we can continue to improve and provide you with the best possible experience.

For inquiries, please contact:

Organisation name: Hellenic Cultural Society of Bristol “Methexis”

Email : methexis.bristol@gmail.com

Telephone : 07842631873

Adopted by the Board of Trustees of the Hellenic Cultural Society of Bristol Methexis.