Complaints Handling Procedure for Govanhill Baths

Our Complaints Handling Procedure reflects Govanhill Baths’ commitment to valuing complaints. We work within a community and have dealings with partipants, customers and people in our community who are affected or engaged in our work. The procedure seeks to resolve dissatisfaction as close as possible to the point of contact and to conduct thorough, impartial and fair investigations of complaints so that, where appropriate, we can make evidence-based decisions on the facts of the case.

Click to view procedure (PDF)

Complaints Unacceptable Actions Policy (Complaints Handling)

This policy covers:

  • Why we need an unacceptable actions policy for complaints handling
  • How we encourage positive engagement and support positive behaviour
  • Approach to engagement
  • Identifying behaviour we need to manage
  • How we support staff
  • Recording and sharing information

Click to view policy (PDF)