Complaints Policy

The Mount Street Club Trust (MSCT) is committed to ensuring that all of our actions and communications are of the highest possible standard. We welcome both positive and negative feedback in order to improve how we deliver on our purpose. 

What to do if you have a complaint?

If you would like to make a complaint, please contact our chairperson, Margaret Barry, by email at mountstreetclubtrust@gmail.com, marking your email as Strictly Private & Confidential in the subject heading.

When making a complaint please provide your name and contact details along with the description of your complaint. 

You can be assured that your complaint will be handled with care and confidentiality. 

What happens next?

We will try to resolve your issue as quickly as possible. We undertake to acknowledge receipt of your complaint within seven days and will do everything we can to resolve it within 30 days. If it is not possible to resolve your complaint within this timeframe we will notify you of this and the reason for it. 

All complaints are raised and reviewed at a meeting of the MSCT Trustees. They are also logged in our Complaints Register and tracked until they are resolved.

Approved by MSCT Trustees: 1 March 2023

Policy review date: March 2026