COMPLAINTS POLICY STATEMENT
The Artroom views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.
Our policy is:
To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
To make sure everyone at The Artroom knows what to do if a complaint is received
To make sure all complaints are investigated fairly and in a timely way
To make sure that complaints are, wherever possible, resolved and that relationships are repaired
To gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of The Artroom.
Where Complaints Come From
Complaints may come from any customer of The Artroom.
A complaint can be received verbally, by phone, by email or in writing.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with John O Ritchie.
Complaints Procedure of The Artroom
Publicised Contact Details for Complaints
Written complaints may be sent to The Artroom, Unit 29, Walworth Enterprise Centre, Andover, SP10 3AP or by e-mail at firstname.lastname@example.org.
Verbal complaints may be made by phone to 07572 655 255 or in person to John Ritchie.
Complaints received by telephone or in person will be recorded. The person who receives a phone or in person complaint will:
Write down the facts of the complaint
Take the complainant's name, address and telephone number
Note down the relationship of the complainant to The Artroom
Tell the complainant that we have a complaints procedure
Tell the complainant what will happen next and how long it will take
Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
If the complaint relates to a specific person, they will be informed and given a fair opportunity to respond.
Complaints will be acknowledged by the person handling the complaint within a week.
The acknowledgement will say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
Ideally complainants will receive a definitive reply within one week. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
Assuming there is no grounds for complaint the following procedures apply:
If a participant cannot attend a session and has contacted The Artroom to let them know more than one week in advance of the session, the participant will be offered an informal 'catch up' session, or a 50% refund.
If a participant does not attend a session and no notice is given, or decides that the activity 'is not their thing' and no longer wishes to attend, then there will be no refund and the participant is liable to pay.
However, if the participant was anticipating to attend and unforeseen circumstances prevent them (such as sudden illness, bereavement or sudden accident) an informal 'catch up' session will be offered, in this situation the participant must contact The Artroom within 48 hours of the lesson booked.
In the event of The Artroom cancelling an event a full pro rata refund will be given for those who have booked, if alternative 'catch up sessions' cannot be arranged. If cancelled with less than 12 hours notice in addition a The Artroom voucher valued £10 will be given in compensation for inconvenience.
1/4/19 to be revised 1/4/20