Complaints Policy

Complaints Policy – Boom! Community Arts

1. Introduction

1.1 BOOM! Community Arts wants to know when things go wrong so we can put them right and learn from them.  One of the methods of doing this is through a complaints procedure.

1.2 Through a complaints procedure we aim to give everyone a fair, consistent and structured process to allow them to voice their concerns of our services.

1.3 We will use the outcome of complaints and any remedial action as a positive method of monitoring performance and improving our services. 

Our objective in this is to: 

  • improve the quality of the services we provide 
  • improve our relations with service users and stakeholders
  • encourage best practice 

2. Principles

2.1 Our service users and stakeholders have a right to: 

  • have their views heard 
  • receive a good-quality service 
  • expect prompt action when our performance is below standard, balanced by the resources we have available. 

2.2 We will be efficient and sensitive to the needs of service users and stakeholders.

2.3 We will advise service users and stakeholders of the standard of service they should expect, a time limit for replying to their complaint and any right of appeal.

2.4 We will monitor all complaints and review them on a regular basis.

3. Defining a Complaint

3.1 A complaint is defined as any expression of dissatisfaction with our services, whether justified or not.

This would include times when:

  • We have not done something we said we would.
  • We have taken too long to do something.
  • We have not kept people informed as to what is happening.
  • We have not achieved a publicised standard.
  • A BOOM! Community Arts Trustee or contractor has breached any of our policies or procedures.

3.2 Complaints must be made by the person (or their appointed representative) involved in the incident being complained about.

3.3 A complaint should be made within one month of the incident occurring.  Only in exceptional circumstances and at the discretion of the Chair of the Board of Trustees will complaints referring to incidents older than this be considered.


4. Informal or Formal Complaint

4.1 It is recognised that at times people do not wish to make a formal complaint but rather just wish to draw a matter to BOOM! Community Arts attention. There is a need, therefore, to distinguish between informal and formal. 

Informal complaints are not put in writing and the person does not require feedback to what action has been taken as a result of the complaint being made. 

Formal complaints are put in writing and a written response is required.  This includes emails.


5. The Procedure

5.1 We will deal with all complaints: 

  • promptly 
  • efficiently 
  • courteously 
  • systematically 

5.2 Complaints should initially be dealt with by an appropriate Trustee. The complaint will be acknowledge within seven working days of receipt with a letter/email stating: 

  • what will be done 
  • how long before a reply will be given 
  • who to contact about the complaint 

5.3 We will keep the complainant informed about: 

  • the progress of our investigation of the complaint 
  • the final outcome (in writing) 

5.4 When replying to a complaint, we will inform the complainant of any right of further appeal to the Chair of the Board of Trustees. 

5.5 When appealing against a previous decision, we will also ask the complainant to state their dissatisfaction with how we handled the complaint. 


6. Extending time limits 

6.1 If translation or interpretation is required, we may extend the time limit by 7 days. If the complaint is complex, we may extend the time limit subject to the consent of the complainant. In both cases, we will keep the complainant informed of the new deadline. 


7. Confidentiality 

7.1 Any complaint processed through the procedure will be dealt with in accordance with our Privacy Notice, which is available on our website.

Policy last reviewed July 2019