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King's Cross Railway Lands Group (KXRLG): comments, complaints

Comments and Complaints Procedure

Although KXRLG works hard to provide a good service, sometimes things go wrong. KXRLG recognises the right of anyone to complain if they are not happy with the quality of service they have received from us. We also welcome your views and comments on any aspect of KXRLG's work and activities.

Anyone making a complaint has the right to confidentiality. KXRLG is fully committed to equal opportunities and is opposed to discrimination of any kind. All complaints will be treated openly and fairly.

Informal complaints procedure

Many complaints can be dealt with by talking the problem over with KXRLG Administrator. An informal chat may resolve the problem or clear up any misunderstanding. If this is not appropriate, or does not satisfy you, you may wish to meet with the KXRLG Secretary. He/she will endeavour to meet with you within 14 days and may be able to resolve your problem amicably and to your satisfaction.

Formal complaints procedure

If you are not satisfied with the result of your informal complaint, or if you wish to make a formal complaint from the outset, please send your complaint in writing to the Chair at the address below. He/she will endeavour to respond to your complaint in writing within 14 days and may arrange to meet with you if you requested this.

The Chair
Kings Cross Railway Lands Group
5, Caledonian Road
London
NW1 9DX

If you are still not happy, you can ask for your complaint to be referred to the full Management Committee at its next meeting. You will be invited to attend that meeting for the part during which your complaint is being discussed. The Management Committee will hear your complaint and will write to you within seven days of the meeting with its decision, which will be final as far as KXRLG is concerned.

If at any stage there is evidence to support disciplinary action against a KXRLG staff member, the matter will be referred to KXRLG's staffing working group. You will be advised of the outcome of this, subject to KXRLG's duty of care and confidentiality to its employees.

If, after the above procedures have been followed, you are still unhappy with the response or outcome, you may choose to refer the matter to Voluntary Action Camden, who will appoint a suitable person as an independent adjudicator to make a final and binding decision on your complaint. Their contact details are as follows:

Voluntary Action Camden
293 - 299 Kentish Town Road
London NW5 2TJ

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