Procedure 100 – General Complaint                                                    
                       I.         Purpose  
                                  A.         This Procedure describes the process for notifying the HOA of a complaint not 
                                             otherwise covered by a specific procedure and the steps to be followed for the 
                                             disposition of the complaint.  This procedure does not pertain to emergencies 
                                             which should be handled by calling 911. 
                       II.        Scope 
                                  A.         This procedure applies to all HOA members and VGEM residents.  
                       III.       Roles and Duties 
                                  A.         Submitter – Prepare Form 100 (General Complaint) and submit to Site Manager.  
                                  B.         Site Manager – Receive and review Form 100 and initiate an action plan for the 
                                             disposition of the complaint.  
                       IV.        Procedure 
                                  A.         Any VGEM member may initiate a complaint by filling out Form 100 General 
                                             Complaint Form and submitting to the Site Manager.  The submission may be by 
                                             email or may be placed in the Manager’s mailbox.  
                                  B.         The Submitter is responsible to review the Governing Documents to ensure that 
                                             the complaint is based on a violation of a rule, regulation, or covenant.  
                                  C.         The form shall contain the name, address, and phone number of the Submitter.  
                                  D.         Anonymous complaints will be rejected.  
                                  E.         The Manager and the Board of Trustees will use its best efforts to withhold the 
                                             identity of the Submitter unless:  
                                             1.         Person against whom the complaint is filed requests ADR or a meeting 
                                                        with the Board of Trustees.  
                  Procedure 100 General Complaint 
                  Adopted: August 26, 2013 
                  Page 2 
                                   2.       Person against whom the complaint is filed pursues legal action against 
                                            the HOA.  
                           F.      The Manager shall promptly review the complaint, note the date received and 
                                   initial the complaint form, and determine the appropriate course of action,  
                           G.      The Manager may need to contact the Submitter for additional information or 
                                   may consult with the Trustees or the appropriate committee to determine the 
                                   validity of the complaint, the extent of any violation, and the appropriate course 
                                   of action.  
                           H.      An action plan shall be developed by the Manager with expected completion 
                                   dates and be attached to the complaint form.   
                           I.      All open complaints shall be reviewed at the Board workshop meetings.  
                           J.      Any action taken shall be noted on the complaint form, the form shall be 
                                   identified as closed and will become a part of the resident’s file.  
                           K.      Should there be a conflict between the terms of this procedures and the 
                                   Governing Documents, the Governing Documents shall control.  
                  V.       Definitions and Acronyms 
                           A.      Governing Documents – the Declaration of Covenants, By-Laws, and other rules 
                                   and regulations.  
                           B.      HOA- Village Grande at English Mill Homeowners Association, Inc.  
                           C.      Submitter – the person initiating the complaint.  
                           D.      Site Manager – the person responsible for the day to day operation of the HOA 
                           E.      Trustee – Member of the Board of Trustees 
                  VI.      Attachments  
                           A.      Form 100 – General complaint Form