Complaints Process
How to make a complaint.
A complaint is defined as any expression of dissatisfaction with Millom Community Track that requires a response. Expression of dissatisfaction must be made by the Complaints section on the website or via email to info@millomcommunitytrack.co.uk
The Committee and trustees of Millom Community Track are here to listen and help address any concerns that any registered user may have. Within 7 days you will receive a letter of acknowledgement to the written complaint.
The committee and trustees along with representatives from Millom School (if needed)will hold an extra ordinary meeting to discuss the complaint within 1 calendar month of the letter dated on the letter of acknowledgment. The committee, trustees and school may instruct and investigation. The chair of MCT and a representative from Millom School will hold responsibility of ensuring that concerns are dealt with appropriately and that policy is adhered to. The committee and trustees of MCT and Millom School expects to achieve a conclusion to the complaint within 3 calendar month period. If this is not feasible the committee and trustees of MCT and Millom School will inform the complainant of progress and define timescale to reach conclusion in the future.
MCT will not acknowledge or investigate any concerns or complaints that are made via social media (Facebook, Facebook messenger, Twitter, Whatsapp, Instagram) or text messages.
Respect and kindness should be demonstrated by complainant and MCT representatives when dealing with concerns or complaints. MCT will hold the rights to terminate registrant’s use of the track if they deem that there has been evidence of inappropriate, offensive behaviour or vandalism that has been deemed to breech the conditions of use or code of conduct.
All elements of any concerns/complaints raised are expected to be dealt with by the complainant and MCT and Millom School with the upmost of confidentiality. Any breaches of confidentiality will be investigated and dealt with accordingly and appropriate action taken.
