This procedure details how users of Cheltenham Arts Council ( CAC) ’s services, members and other stakeholders can express any dissatisfaction with the quality or level of CAC’s services. It can also be used by any external stakeholder that feels any CAC volunteers’ or Trustees’ behaviour has breached CAC’s Equalities and Diversity Policy.

If CAC members or volunteers wish to complain about any aspect of their employment or treatment within CAC, they should discuss the issue with the Chair of CAC. If CAC members or volunteers wish to complain about the Chair of CAC they should discuss the issue with another trustee of CAC or the president of CAC.

1. Why this procedure is needed

1.1   CAC aims to provide a high quality service. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided has been less than they could reasonably expect. Any complaint which does arise will be seen as an opportunity to review and improve our service. We will aim to settle all complaints quickly and at the lowest possible level.

1.2   Whenever trustees consider that a Complaint has been made, they will first inform the complainant that they intend to use the Complaints Policy, whether or not the complainant perceives their comment to be a Complaint.

2. Communication

This Complaints Procedure will be displayed alongside the Equalities and Diversity Policy available from CACs website.

3. Procedure for making a complaint

3.1   In most cases it is best to talk personally with the Trustee who is responsible for the situation in which the problem has arisen. Often problems can be resolved at this level without the need for further action.

3.2   If you are still not satisfied, complaints should be made in person, by telephone or in writing, to the Chair.

3.3   If the complaint is about the Chair ,you should speak or write to the President of CAC.

3.4   In order for CAC to investigate your complaint effectively and let you know the outcome, we need you to provide your name and contact details.

4. Settling a complaint

4.1   The Chair shall acknowledge in writing the receipt of any complaint (normally within ten working days).

4.2   The Chair will inform the relevant member(s) of staff of the complaint and make investigations.

4.3   The Chair will announce the outcome of his/her investigations to both sides within 30 working days

4.4   If a complaint is upheld, a written apology will be issued and any necessary training or changes in CAC policies and practices . If CAC does not agree with a complaint, a written explanation will be provided.

4.5   No compensation will be offered.

4.6   The Trustees shall be informed by the Chair of any complaints made against CAC and the outcome of any investigations. All complaints will be recorded in a register and held for five years.

5. Appeal

5.1   A person who is not satisfied with the outcome of the complaint can ask for a review by the Chair of CAC. This request must be made within 28 days of the outcome of receiving the decision of the investigation.

5.2   All existing written evidence will be reviewed by the Chair and/or other Trustees and their decision will be final.

5.3   Where appropriate, CAC shall make a written apology (signed by the Chair) to the complainant.

We would also welcome any feedback if you are happy with the service provided by CAC .