THE ZEN CENTRE COMPLAINTS POLICY AND PROCEDURE.

The Zen Centre takes complaints seriously. We are a small organisation manned entirely by volunteers who give of their time freely without payment. There is no one at the Zen Centre who is paid. It is in the nature of volunteers that they are not always available immediately when required. Please bear with us as it takes time to convene a complaints committee to review your complaint.

The complaint should be sent as indicated in the complaints procedure below to the following email address

serviceszecentre@gmail.com

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 Zen Centre 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 Zen Centre knows what to do if a complaint is received
To make sure all complaints are investigated fairly.
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.

Our complaints procedure is:

Definition of a Complaint

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

Who can complain?

Any person or organisation that has a legitimate interest in the Zen Centre can complain.

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.

In the first instance a complaint can be taken up with a Teacher, who in most instances is able to resolve any presumed difficulty.

In the event of a teacher being unable to resolve the complaint, the specific complaint can be received by email at serviceszecentre@gmail.com and a complaints committee will review the complaint.

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 Zen Trustees.

Review

This policy is reviewed regularly and updated as required