Complaints policy

We try to have high standards for everything we do but we recognise that this is not always possible.

We take complaints seriously, and when we make a mistake, we want to know about it and do our best to put it right. Complaints may come from any individual or organisation that has contacted us or participated in Society activities.

They may be received verbally, by phone, by email, or in writing or via social media.

We will:

·       Provide you with a fair, clear and easy to use complaints procedure if you wish to make a complaint or report a concern;

·       Publicise our procedure so everyone knows how to contact us and what to expect;

·       Ensure that everyone at the Society knows what to do if we receive a complaint;

·       Investigate complaints fairly and promptly, ensuring they are addressed wherever possible; and

·       Record complaints in a Complaints Log and monitor them to help us improve what we do.

Confidentiality

Complaints will be treated confidentially. Information will be handled sensitively following the Data Protection Act 2018. Only those directly involved in the complaint process who need to access the information will have access to relevant confidential information.

Responsibility

Overall, for this Policy and its implementation lies with our Committee who will review it regularly and update it as required.

How to complain

In many cases, a problem is best resolved by the person responsible for the issue being complained about. They may resolve it quickly and should do so if possible and appropriate. If you feel able, you may raise your concern informally with a committee member, front of house volunteers or stage management at the time.

If you are not satisfied or wish to raise a formal complaint, please put it in writing and email it to allertonplayers@hotmail.co.uk

When you make a formal complaint please tell us:

Clearly what happened and include the date, time and location, if it concerns an incident;

·       Why you are making the complaint;

·       What you would like us to do;

·       Your full name, email address and contact phone number and how you would like us to contact you; and

·       If appropriate, please send us any documents that support your complaint.

What will we do once we receive your complaint or concern?

You will get an acknowledgement of your complaint within seven days, and we may ask you for further information to help us to resolve the matter. We will carefully consider and record your complaint.

We will respond to your complaint within 30 days of receiving it and let you know how it will be handled by us. If this is not possible, we will let you know why.

We will investigate appropriately and thoroughly. If we can resolve the issue, we will take action and tell you what that action is.

The decision taken at this stage is final, unless the Committee decides it is appropriate to obtain external assistance to resolve the issue.

Lastly, we will take steps to avoid a repeat occurrence and/or to improve our activities. At all times, we will treat you with understanding, patience and respect. All we ask is that you do the same in return.

Please note that we cannot guarantee that complaints made on social media channels will be seen or responded to within the above timescales as we do not have sufficient resources to monitor these.

Anonymous complaints

Anonymous complaints will be recorded and any facts available looked into. But, in doing so we will be mindful that anonymous complaints can sometimes be malicious. Everyone involved in our activities, even incidentally, has a right to complain and we will hold anyone accountable but, equally, individuals have a right to be protected from unsubstantiated and, potentially, malicious allegations. Anyone wishing to complain is strongly encouraged to provide the information requested above and their contact details.

Date of next review: March 2027