Frome Allotment Association Complaints Procedure 

Last updated – November 2023

Introduction 

Our Complaints Procedure is designed to ensure that any questions and problems in connection with Frome Allotment Association are quickly aired and fairly resolved. 

Questions and problems might relate to a member of FAA or third parties and cover a wide range of issues including the tenancy agreement and its application, health and safety, bullying and harassment, organisational change and equal opportunities. 

Members are encouraged to raise any problems as soon as possible to avoid negative impact on individuals and/or the association. 

To ensure that issues are resolved effectively, all parties should; 

  • focus on the facts and ignore rumours or hearsay 
  • limit discussion to those directly involved
  • work to resolve the issue and reach a positive outcome 
  • be honest about their own role and involvement 
  • be understanding and flexible and listen to all points of view 
  • allow resolution to strengthen relationships for the future.

Consideration should be taken as to whether a similar problem has ever arisen, and how it was resolved.

Most issues can and should be resolved informally. If that doesn’t work, you can use the following procedure:

  • Set out in writing the details of the problem and what resolution you’d like to see. Date your letter and state that you are formally raising a concern under the Complaints Procedure.
  • Send your letter to your Site Representative.
  • If your Site Rep is implicated in the problem, send it to the Chairman.
  • If the Chairman is implicated, send it to the Environment Manger, Frome Town Council.

Someone will respond as soon as possible and will arrange to meet up and hear your complaint and how you’d like it resolved. You’ll be able to present your case before any decision is made and confirmed in writing within seven days. We will let you know if we need more time.

This procedure is non-contractual. It is designed to indicate how such matters should be dealt with, although we reserve the right to vary, replace or terminate it at any time.