Complaints Procedure

Introduction
BAPS Swaminarayan Sanstha (BAPS) believes that effective investigation, learning and resolution of legitimate complaints is key to improving the experience of all those who visit BAPS Shri Swaminarayan Mandir, London (the Mandir) and have association with BAPS.

When a complaint is received, it will be logged and investigated promptly in line with our internal complaints procedure.

Definition of a Complaint 
We define a complaint as a situation or instance where either an individual or organisation considers that we have fallen short of their reasonable expectations and wish to state their dissatisfaction.

Complaints Process
Most concerns can be addressed in an informal manner by raising them with the General Manager.

If you wish to make an official complaint, you can outline the details of your complaint in writing or electronically, marking it as ‘Private and Confidential’, and send it to:

General Manager
BAPS Swaminarayan Sanstha
105-119 Brentfield Road
Neasden, London NW10 8LD
Tel: 020 8965 2651
Email: [email protected]    

Formal complaints will be acknowledged in writing (by post or email) within 5-7 working days from the date received. Complainants will ordinarily receive a full response to their complaint within 20 working days from the date of the acknowledgement letter; however, this may be delayed depending on the nature of the complaint and investigation required.

To assist us with investigating your complaint, please provide your contact details and explain your concerns clearly and concisely, including all relevant details. If required, we may come back to you for further details. Your kind response will enable us to resolve your complaint as promptly as possible.

We aim to resolve your complaint in an honest and direct way. If you are still not satisfied with the response to your complaint, your complaint can be escalated to senior management who will review your concerns and the initial outcome before responding to you. 

Further Information
Further information regarding the complaints process for charitable organisations is available at www.gov.uk/complain-about-charity

Your Information
In order to efficiently manage our complaints process, we maintain a log of all complaints raised, including information about individuals or organisations who raised the complaint.

Confidential information in relation to any complaint will be handled sensitively.