COMMENTS, COMPLIMENTS AND COMPLAINTS

Lead Trustee : David Woods and Emma Sylvester-Bradley

ADOPTED 8.2. 2018

Review Due 1/1/22

It is our policy to learn from our endeavours and behaviours and to provide a process through which people may inform of us how well we are performingas individuals and as a charity.

Let us know how we're doing through comments, compliments, and complaints.

The Friends of Basingstoke Area Youth Orchestras and Choirs makes every effort to provide a high standard of service and to treat all Group users equally and fairly. We continuously try to improve our services and we value any feedback that will help us to do this.

Trustees will review all comments, feedback and complaints, and our feedback procedures on an annual basis. This helps us to develop the services that work best for you, so please let us know what you think. Where appropriate we report on user feedback at our AGM.

Compliments and Comments:

If you are happy with the service or have any comments we would love to hear from you. There are couple of ways you can do this: either speak to one of our Trustees, volunteers, a Hampshire Music Service conductor or email friendsofbayoc@gmail.com

Complaints:

We also want to know if there is any part of our service that you are unhappy with. We take all feedback seriously and we will take action when appropriate to do so. All complaints will be dealt with in a timely and professional manner. Please note that the Group may publish the replies given to any queries raised, but will respect the confidentiality of the individuals concerned.

How to make a complaint: The first thing to do if you are unhappy about any aspect of our services is to bring this to the attention of one of the Trustees or volunteers. They will try to resolve your concerns immediately. If you are unhappy at the way you have been treated by one of the Trustees / volunteers please contact the Chair or Secretary of the charity.

If you cannot or do not wish to make a complaint in person, you have the option of emailing us.

What you can do to help us deal effectively and quickly with your complaint: Contact us as soon as possible giving clear details so we can endeavour to resolve the issue by completing our Comments, Compliments and Complaints form. Specify clearly what aspect of the Group service you wish to make the complaint about.

Including the following details will help us to effectively and quickly investigate your complaint:

· The specific area, service or resource to which the complaint applies.

· Your name and contact details: this is essential, as we will not investigate anonymous complaints.

· Outline the nature of your complaint as precisely as possible, this will help us to investigate further and hopefully to resolve the issue. Please include details such as the place and time the incident occurred.

· Please let us know if you have already reported the complaint, and if any action was taken previously.

Please note that we endeavour at all times to treat our users with respect, and we expect the same standards of behaviour from them.

What we promise to do to help resolve your complaint:

Your complaint will be dealt with in a professional and confidential manner.

Your complaint will be assigned quickly to the most appropriate person to deal with the complaint, who will investigate the matter fully and communicate regularly with you until the issue has been resolved.

We work in close partnership with Hampshire Music Service and where appropriate after initial consideration your complaint may be passed to Hampshire Music Service to be investigated.

If this occurs you will be informed and our investigation will end.

How and when we will respond:

We will acknowledge any complaints within 14 working days of receipt.

You will receive a full response to your complaint within 28 working days.

Contact details:

E-mail: friendsofbayoc@gmail.com

Website: www.bayo-hampshire.org.uk