Complaints Policy and Procedure 

Torrevieja u3a’s Committee is committed to providing a high-quality service to all its members. When something goes wrong we need you to tell us about it. This will help us to improve standards in all Associations activities.

If you have a complaint please try to resolve it at the point where the complaint arose. This might be, for example, with a fellow member or with a group leader.

If you are dissatisfied with the outcome of the initial discussions please contact the President at u3apresidentpshaw@gmail.com  explaining your concerns and what you have done to try and resolve the matter.

• The Committee will investigate your complaint. In an emergency or if an urgent response is needed, the Committee may appoint a sub-group of 3 committee members to find a solution.
• On receipt of the sub-group’s report the President will contact you to discuss and hopefully resolve your complaint.
• The President will then write to you to confirm what took place and any solutions which have been agreed with you.
• At this stage, if you are still not satisfied, you should contact the President again and he/she will arrange for the matter to be discussed again by the Committee. This may be at one of the regular monthly meetings or a specially convened meeting.
• The President will write to you within 28 days detailing the Committee’s decision and confirming Torrevieja u3a's final position on your complaint and explaining the reasons.
• The Committee’s decision is final.

Right to Reply Policy

The purpose of this policy is to ensure that any person named in a published article has the right to reply on that article to the Association.

Any Torrevieja u3a member (except for the press officer) submitting an article for publication who intends to name another person in that article, shall first contact that person and ask for permission to name that person in the article.

Should that person decline to be named or cannot be contacted, their name shall not be included in the article.

If permission is received by the member in writing from that person, they may include the name in the article.

The President or Committee of the Association shall then review the article prior to the article going public or being posted on behalf of the Association.

October 2024