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If you have a complaint about us, we want to hear about it and we will do our best to put it right. We aim to deal with complaints fairly, efficiently and effectively, and ensure that all complaints are handled in a consistent manner. Strict confidentiality and proper discretion will be maintained, as far as is possible, to safeguard all parties.
Who can complain?
Anyone we engage with. This includes audiences, participants, freelancers, consultants, contractors, trainees, and other workers. If an employee wishes to make a complaint, they should instead follow the Company’s standard grievance process.
How to complain
Our aim is deal with any complaint as soon as possible. Many complaints can be resolved informally. In the first instance contact us and, if you feel able, speak to the member of staff (or team) with whom you have had contact or ask to speak to the relevant manager, who will try to resolve the matter.
If you wish to make your complaint over the phone, please call a member of the team on 01236 732887. If you do decide to make contact in person or by phone, please make a note of the name of the person you speak to. If a solution is offered at this point, you should make a note of this also.
If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint. Please put your complaint in writing and send it to:
Or you may alternatively prefer to email your complaint to: email@example.com
What Happens Next?
You will receive acknowledgement of your complaint within 5 working days, and you may be contacted to obtain any additional information that we may require to help us resolve the complaint.
You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.
When dealing with complaints, we will ensure that:
1. complaints are investigated thoroughly and objectively to establish the facts of the case, avoiding undue delay; and
2. complaints are responded to fairly, proportionately and appropriately.
We will regularly review any lessons to be learnt from complaints and use that learning to inform future activity. And we will also clearly communicate to members of staff and volunteers that they should report any concerns they may have regarding our activities to a member of the senior management team.
If as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the outcome of your complaint outside of any disciplinary procedure.
If a criminal offence is alleged, then the police will be informed.