Appendix 1.
Truro Farmers Market complaints procedure
1. Initial Contact:
– Complainant expresses dissatisfaction (verbally or in writing).
– Manager acknowledges and attempts to resolve informally.
2. Formal Complaint:
– If unresolved, complainant submits a formal written complaint.
– Complaint details:
– Clear description of the issue
– Relevant dates, times, names
– Desired resolution
– Supporting evidence (if applicable)
3. Acknowledgment and Response:
– TFM manager acknowledges receipt of the complaint.
– Designated person/team investigates the complaint.
4. Investigation:
– Impartial investigation of the facts.
– Interviews with relevant parties.
– Review of documentation.
5. Decision and Communication:
– TFM manager decides based on the investigation findings.
– Complainant is informed of the decision.
6. Appeal (if applicable):
– Complainant may have the option to appeal the decision.
– Appeal process involves review by a higher authority within the organisation in
this case TFM committee.
7. Resolution and Follow-up:
– Agreed-upon resolution is implemented.
– Follow-up to ensure satisfaction and prevent recurrence.
Additional Considerations:
– Documentation: Keep detailed records of all stages of the complaint
process.
– Confidentiality: Protect the privacy of all parties involved.
– Timeliness: Adhere to established timeframes for each step.
– Impartiality: Ensure objectivity throughout the process.
– Accessibility: Make the complaints procedure easily accessible to all.
– Training: Provide training to staff on handling complaints effectively.
– Review: Periodically review and update the complaints procedure as needed.