All centres and associations will have complaints and grievances to deal with at some stage and what is most important is how you deal with them.  It is significant to remember that complaints can often assist your organisation to identify things that can help you improve the service you provide.

All complaints must, however, be dealt with appropriately, even if they are relatively minor and can be handled informally.

For more significant complaints you will need to understand and have in place formal procedures for handling complaints.

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