Complaints Procedure Policy for Creative Performance Limited 

1. Introduction

Creative Performance is committed to providing high-quality services in the performing arts and ensuring that all stakeholders, including participants, employees, volunteers, and the public, are satisfied with their experiences. We value feedback and view complaints as an opportunity to improve our services.

2. Purpose

This policy outlines the procedure for making a complaint, how we will handle complaints, and the steps we will take to resolve issues promptly and fairly.

3. Scope

This policy applies to all individuals involved with Creative Performance, including participants, employees, volunteers, partners, and members of the public.

4. Principles

   •    Accessibility: Our complaints procedure is easy to understand and accessible to everyone.

   •    Confidentiality: All complaints will be handled confidentially, with information shared only on a need-to-know basis.

   •    Responsiveness: We aim to acknowledge and resolve complaints as quickly as possible.

   •    Fairness: Complaints will be handled impartially and without bias.

   •    Transparency: We will provide clear information about the progress and outcomes of complaints.

5. How to Make a Complaint

Complaints can be made in the following ways:

   •    In Person: Speak to a staff member or volunteer.

   •    In Writing: Send a letter to Creative Performance Limited.

   •    Email: Send an email to creative.performance@yahoo.co.uk

   •    Phone: Call us at 07956888269

6. Procedure

Step 1: Acknowledgment

   •    Complaints will be acknowledged within 3 working days of receipt.

   •    The acknowledgment will include the name of the person handling the complaint and an outline of the process.

Step 2: Investigation

   •    The complaint will be investigated thoroughly by a designated complaints officer.

   •    The investigation may involve gathering information from relevant parties and reviewing any pertinent documents.

Step 3: Response

   •    A written response will be provided within 15 working days of acknowledging the complaint.

   •    The response will detail the findings of the investigation and any actions taken or proposed.

Step 4: Appeal

   •    If the complainant is not satisfied with the response, they can request an appeal within 10 working days.

   •    The appeal will be reviewed by a senior manager or an independent reviewer, who will provide a final decision within 15 working days.

7. Monitoring and Review

   •    All complaints will be recorded and monitored to identify trends and areas for improvement.

   •    The complaints procedure will be reviewed annually to ensure its effectiveness and make any necessary adjustments.

8. Contact Information

For any questions about this policy or to make a complaint, please contact us at:

   •    Address: Creative Performance Limited 

   •    Email: creative.performance@yahoo.co.uk

   •    Phone: 07956888269

9. Policy Approval and Review

   •    This policy was approved by the Board of Trustees on [Date].

   •    Next review date: [Date].

By following this policy, Creative Performance Limited aims to ensure that all complaints are handled efficiently, effectively, and respectfully, contributing to the continuous improvement of our services and the satisfaction of our stakeholders.