Complaints Process
Introduction
Artsadmin is committed to providing a high quality of service to everyone who engages with our events and activities. Feedback is invaluable in helping us to improve what we do and how we do it. We accept complaints and other feedback about anything we do or are connected with. Our approach is explained below.
Definition of a complaint
A complaint is an expression of dissatisfaction about services received from Artsadmin.
General enquiries and comments regarding the charity or debates and disagreements about areas of policy will not typically be classified as a complaint.
Artsadmin aims to:
- Treat all complaints seriously
- Resolve complaints swiftly and efficiently
- Take action and improve
- Be fair, reasonable and care-focused
- Be honest and open
If a complaint is unreasonable, or if the person making it acts unreasonably, we may depart from our usual complaint process. Unreasonable behaviour might include excessive communication, harassment of staff, abuse and refusal to acknowledge our communications. We will not respond to complaints that constitute bullying and harassment, including messages that are abusive or threatening, and any such messages may be reported to the appropriate authority.
What to do if you want to make a complaint
We treat all complaints seriously and will aim to resolve complaints promptly and efficiently.
You can make a complaint about Artsadmin by email, in writing, by phone or in person. In the first instance, please address your complaint to the General Manager.
A complaint will be acknowledged within five working days of receipt and generally dealt with within ten working days. If the complaint is complex and therefore cannot be dealt with within this time scale, you will be updated regularly with progress on your complaint.
The stages of our complaints processes are described below. We may escalate a complaint to a later stage if we think it’s necessary.
Stage 1
Your complaint will be investigated by the relevant manager. You may be asked to provide further information or clarification on the points made, if appropriate.
You will receive a response from the investigator outlining the outcome of the investigation together with an apology, if appropriate, and details of any remedial action that needs to be taken. The aim will be to achieve resolution at this stage.
Stage 2
If you are not happy with the initial response you receive, you should contact us again and address your concerns to the Joint CEOs.
The Joint CEOs will review the complaint in consultation with appropriate staff and Trustees, if required.
The Joint CEOs will check that the fundamental point of the complaint has been addressed and will respond to any outstanding issues raised by you.
A written response will be sent within ten working days. It will comprise an explanation, apology if required and information about remedial action if deemed necessary.
Stage 3
If you are not happy with the response that you received from the Joint CEOs, you should contact us again and address your concern to the Chair of Trustees.
The Chair or another nominated trustee will review the complaint and check that the fundamental point of the complaint has been addressed. The Chair will respond to any outstanding issues raised by the you if necessary.
A written response will be sent within ten working days.
The Chair’s decision is final.
Record keeping
A record of the complaint investigation including correspondence and research notes may be kept for two years following resolution, to help Artsadmin to monitor its services and make improvements.
What to do if you are dissatisfied with the response
You can write to the Charity Commission if you are dissatisfied with the response you receive from Artsadmin and your concern meets the Charity Commission’s definition of Serious Complaints, for example if you believe Artsadmin is:
- not doing what it claims to do
- losing lots of money
- harming people
- being used for personal profit or gain
- involved in illegal activity
A link to the Charity Commission’s form can be found below