Complaints Policy

1. Policy Purpose

This Complaints Policy is designed to ensure all complaints are handled fairly, consistently, and wherever possible, resolved to the complainant’s satisfaction. 1A Hare Krishna International (1A H K International) acknowledges the right of our clients and stakeholders to lodge a complaint and the importance of responding to these complaints in a professional and timely manner.

2. Scope

This policy covers complaints received by 1A Hare Krishna International (1A H K International) about our services, our staff, and our operations. The aim is to ensure that any expressions of dissatisfaction are dealt with where possible, without needing escalation.

3. Definitions

Complaint: Any expression of dissatisfaction, whether justified or not, about any aspect of 1A Hare Krishna International (1A H K International). Complainant: The person, organization, or body making a complaint.

4. Principles

Responsiveness: Complaints will be acknowledged promptly and handled in a timely manner. Fairness: Complaints will be dealt with impartially and without prejudice. Privacy: Complaints will be handled with respect for the privacy and confidentiality of all involved. Transparency: The process will be transparent, from the receipt of the complaint to its resolution.  

5. Procedure

5.1 Making a Complaint Complaints should be submitted in writing via email to info@hkinternational.uk or through any other designated complaint channels that the organization may provide. The complaint should include details about what happened, when it occurred, and what was unsatisfactory. The complainant should also include what outcome they are seeking. 5.2 Acknowledgment of Complaint All complaints will be acknowledged within 5 working days of receipt. The acknowledgment will include an overview of the complaints process and an indicative timeline for resolution. 5.3 Investigation A thorough investigation will be conducted into each complaint by an impartial staff member or a designated committee. This process may involve contacting the complainant for further information or clarification. 5.4 Response and Resolution Following the investigation, a formal response will be provided to the complainant, usually within 20 working days. If the complaint is upheld, appropriate remedial actions will be suggested and implemented. If the complainant is not satisfied with the resolution, they may request a review of the decision. 5.5 Review Reviews of complaints will be handled by senior management and a final decision will be communicated within 10 working days of the request for review.

6. Monitoring and Review

This policy will be reviewed annually to ensure its effectiveness. Records of complaints and resolutions will be maintained securely and confidentially.

7. Contact Information

Complaints should be directed to: Email: info@hkiternational.uk By establishing clear procedures for handling complaints, 1A Hare Krishna International (1A H K International) aims to maintain a high standard of service and customer satisfaction, and to continuously improve our operational efficiency and responsiveness.