1. Introduction
At Six Degrees, we are committed to providing a high-quality experience for all members. We understand that occasionally, concerns or complaints may arise. This Complaints Procedure outlines the process for members to raise concerns or complaints and the steps we will take to address and resolve these issues in a timely and fair manner.
2. Scope
This procedure applies to all members, employees, and volunteers of Six Degrees. It covers all aspects of our activities, including membership, events, services, and communications, both in-person and online.
3. Raising a Concern or Complaint
If you have a concern or complaint, we encourage you to follow these steps:
Step 1: Email
In the first instance, please email your concern or complaint to hello@sixdegreesgroup.com. Provide as much information as possible, including your name, contact details, a clear description of the issue, and any relevant documentation or evidence.
Step 2: Phone
If you are not satisfied with the response received via email or if you feel the matter requires more immediate attention, you may call 07515 670452 to discuss your concern or complaint with a member of our team.
Step 3: Postal Complaint
If you are still not satisfied with the response received via phone or if you prefer to submit your complaint in writing, you may send a letter to:
Six Degrees Group
The Generator Hub, The Gallery, Kings Wharf, The Quay Exeter EX2 4AN
Please include your name, contact details, a clear description of the issue, and any relevant documentation or evidence.
4. Complaints Resolution Process
Upon receiving your concern or complaint, we will:
- Acknowledge receipt within 5 working days
- Investigate the issue thoroughly, gathering relevant information and considering any applicable policies, procedures, or regulations
- Seek to resolve the issue as quickly as possible, aiming to provide a full response within 10 working days
- Inform you of the outcome of the investigation, any actions taken or to be taken, and any changes made as a result of your complaint
If further investigation is required or if we need additional time to resolve your complaint, we will inform you of the revised time frame.
5. Appeals
If you are not satisfied with the outcome of your complaint, you may appeal the decision by submitting a written request for review to hello@sixdegrees-group.com. Please include the reasons for your appeal and any additional information you believe is relevant. Your appeal will be reviewed by a senior member of our team or an independent third party, and a final decision will be communicated to you within 10 working days.
6. Review and Monitoring
We will regularly review our Complaints Procedure to ensure its continued effectiveness and make any necessary improvements. We value your feedback and will use it to enhance our services and member experience.
By participating in Six Degrees activities and services, you acknowledge that you have read, understood, and agree to abide by this Complaints Procedure.
