TENOA Complaints Procedure

by | Feb 3, 2021 | Other

If you have a complaint about TENOA, we want to hear about it and we will do our best to put it right.

Our Complaints Procedure has the following goals: 

  • To deal with complaints fairly, efficiently and effectively 
  • To ensure that all complaints are handled in a consistent manner throughout 
  • To use complaints constructively in the planning and improvement of how the Committee operates 

Who can complain: 

  • Anyone who is a member of TENOA. Complaints should state clearly the reason for the complaint and the desired outcome of the complainant. 

How to complain: 

  • Contact the Chairman or Secretary using the “Contacts” section of the TENOA website (tenoa.co.uk) 
  • Complaints may be against general Committee decisions, TENOA responsibilities or specific Committee members 
  • If a complaint is against a specific committee member that person will be asked to discuss the contents with the rest of the Committee. That member will not be present during a final debate and decision of the Committee 
  • Where deemed appropriate and/or helpful, the Complainant may be invited to a meeting of one or more of the Committee members at a neutral location 
  • If a complaint against a specific Committee member requires a vote in order to reach a conclusion, that member will not be allowed to vote 
  • In all cases, a complaint will be given full and fair consideration 
  • The Complainant will be sent an acknowledgement of their complaint within 5 working days 
  • Full response to a complaint will be made within 28 working days of receipt. If an outside body has to be contacted the Complainant will be advised and a revised timetable set 
  • The decision of the Committee is final 

It should be noted that all Committee members are volunteers drawn from the body of owners of the Elements development and appointed at Annual General Meetings. None are full time and none are remunerated for their services.