Comments & Complaints Procedure

Arts Connection – Cyswllt Celf (hereafter, AC – CC) welcomes and encourages all suggestions, feedback and comments on the delivery of our participatory arts activities.

We aim to provide a high-quality service but understand that there may be occasions when an individual/s may not be happy with the service they have received and would like to let us know.

We will take all complaints seriously and deal with them in a timely manner. Individuals who contact us can expect courtesy and prompt attention to their complaint. All issues raised will be dealt with sensitively, fairly, constructively and confidentially.

Where issues raised are specific to that of Child Protection or Adults at Risk, then AC – CC will revert to its policy and procedure on this, following the recommendations and reporting criteria as laid down internally as well as by statue, involving those bodies as required and appropriate.

What will happen after I complain?

Complaints should be made within three months of the event(s) concerned.

Stage 1 

You should make the complaint directly to the Arts Manager or Project Officer, either by post, email or online, who will seek to resolve the issue(s) in a satisfactory and agreeable manner. We aim do this within 7 days.

 

If they cannot agreeably resolve the issue the Arts Manager or Project Officer can support you in taking your complaint further.

 

What will happen after I complain?

Stage 2

Should the issue not be satisfactorily resolved you will need to fill in our Complaints Form and send it by post, email or online to the Arts Manager, who will review the matter and convene a meeting to discuss and resolve the issue(s). We aim to do this within 28 days.

To make a complaint online please fill out this form or to receive a copy please contact us on 01691 648 929 – sian@artsconnection.org.uk

A record of the complaint will be kept, including the following information:

  • Name of the person/s raising the issue(s)
  • Organisation – where applicable
  • Contact details
  • Details of the issue(s)
  • Action take in response to the issue(s)
  • Request for the issue(s) to be taken further – if applicable

Stage 3

If the Stage 2 meeting does not satisfactorily resolve the issue(s), the matter will be referred to the board of Trustees. They will investigate the details of the issue(s) raised and advice may be taken from fellow bodies, local or national authorities and sponsors and other professional organisations.

 

At the end of the investigation, the Chair and representative of the Trustees will produce a written record of their findings, which will be made available to all parties concerned.

 

The Chair will convene a meeting, inviting the person(s) who raised the issue(s) and representatives of the Trustees to attend and the findings will be presented and discussed, and a satisfactory resolve of the issue(s) sought.

 

Additional supporters of all parties concerned will be encouraged to attend the meeting, where a full written record of the discussions will be made.

 

The findings and final decision of the Chair and Trustees shall be final.

 

A written record of the proceedings of the meeting will be made, dated and signed by all.

Stage 4

If after the 3 stages you do not feel the matter has been resolved satisfactorily by AC-CC you may take your complaint to the relevant body.