Complaints Policy

Mad Hatters Duathlon

  1. Where possible Serpentine Running Club will seek to resolve complaints informally at a volunteer officer or committee level. In the first instance contact the race co-ordinator:
  2. Where a complaint cannot be resolved informally, a formal complaint should be made in writing to the Chairman of Serpentine Running Club. Formal complaints will be investigated by an individual or panel appointed by the Committee.
  3. It is intended that complaints procedures should be easily accessible, that all complaints are fully and fairly investigated, and that the complaints process should provide an effective response and appropriate redress.
  4. Serpentine Running Club will respect complainants' desire for confidentiality wherever possible.
  5. Serpentine will use the feedback provided by both informal and formal complaints to ensure that its systems and services are improved.