The Bidford Area Community Choir (The Choir) 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 that is clear and easy to follow.
•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 Choir 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 Choir.
Where Complaints Come From Complaints may come from any person or organisation who has a legitimate interest in The Choir. A complaint can be received verbally, by phone, by email or in writing though in the first instance an email to the Secretary is the preferred method of initial contact.
Confidentiality All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility Overall responsibility for this policy and its implementation lies with the Chairman of The Choir.
Publicised Contact Details for Complaints: Written complaints may be sent to the Secretary of The Choir by e-mail. Website - http://bidfordareacommunitychoir.weebly.com/ Choir email address - BACChoir@gmail.com Verbal complaints may be made to any of The Choir’ Committee Members excluding the Musical Director who is paid a nominal fee by the choir. Names of the current committee members can be found on the website.
Receiving Complaints Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have. The person who receives a complaint by telephone or in person should record the complaint. The person who receives a phone or in person complaint should: •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 Choir (for example: member, patron, audience)
•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.
Resolving Complaints Stage One
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. Whether or not the complaint has been resolved, the complaint information should be passed to the Secretary within one week. On receiving the complaint, the Secretary records it in the complaints log. If it has not already been resolved, she will delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within a week. The acknowledgement should 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 should receive a definitive reply within four weeks. 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. The Committee will be informed about the nature of the complaint and he resolution agreed. Stage Two
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Committee level. At this stage, the complaint will be passed to the Chairman. The request for Committee level review should be acknowledged within a week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply. The Chairman may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One. If the complaint relates to a specific person, that person should be informed and given a further opportunity to respond. The person who dealt with the original complaint at Stage One should be kept informed of what is happening. Ideally complainants should receive a definitive reply within four weeks. 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 upheld 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. The decision taken at this stage is final.
Conflict of interest Should the complaint be about an officer, the committee member concerned will not be permitted to chair either stage one or two and the lead role will be delegated to an committee member.
Monitoring and Learning from Complaints Complaints are monitored annually to identify any trends which may indicate a need to take further action.
Review This policy is reviewed every three years and updated as required. Adopted on:……20th May 2017