1. Our Aim

 

Cardiff Chamber Orchestra is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our musicians, voluntary staff, and audience, and in particular by responding positively to complaints, and by putting mistakes right. 

 

Therefore we aim to ensure that:

• making a compliment or complaint is as easy as possible

• we welcome compliments, feedback and suggestions

• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response

• we deal with it promptly, politely and, when appropriate, confidentially

• we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.

• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

• We recognise that many concerns will be raised informally, and dealt with quickly. 

 

Our aims are to:

• resolve informal concerns quickly

• keep matters low-key

• enable mediation between the complainant and the individual to whom the complaint has been referred

 

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from all parties involved with Cardiff Chamber Orchestra. 

 

2. Definitions 

 

A compliment is an expression of satisfaction about the standard of service we provide. 

 

A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. 

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3. Complaints

 

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

 

5. Responsibilities

 

Cardiff Chamber Orchestra’s responsibility will be to:

• acknowledge the formal complaint in writing;

• respond within a stated period of time;

• deal reasonably and sensitively with the complaint; and

• take action where appropriate.

 

A complainant's responsibility is to:

• bring their complaint, in writing, to Cardiff Chamber Orchestra’s  attention normally within 8 weeks of the issue arising;

• raise concerns promptly and directly with one of the named members in the complaints process below

• explain the problem as clearly and as fully as possible, including any action taken to date;

• allow Cardiff Chamber Orchestra a reasonable time to deal with the matter, and

• recognise that some circumstances may be beyond Cardiff Chamber Orchestra’s control.

 

6. Confidentiality: 

 

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Cardiff Chamber Orchestra maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

 

7. Complaints Procedure:

 

Written records must be made by Cardiff Chamber Orchestra at each stage of the procedure.

 

Stage 1

In the first instance, Cardiff Chamber Orchestra must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

 

Stage 2

If the complaint cannot be resolved informally, the member of the orchestra should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a specific named member to make this explanation.

 

A formal complaint must be made in writing,as such, the below form should be used. 

 

In all cases, the complaint must be passed on to Isaac Barrow. In the event of a complaint about the Isaac Barrow the complaint should be passed to William Stevens, and if the complaint is about William Stevens, this must be passed on to Isaac Barrow, to discuss in partnership with an external party.

 

Isaac Barrow or William Stevens, depending on the nature of the complaint, must acknowledge the complaint in writing within one week of receiving it.

 

One of the above will investigate the complaint. Any conclusions reached should be discussed with the complainants and the person against whom the complaint is being made.

 

The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter must be sent explaining why.

 

Stage 3

If the complainant is not satisfied with the above decision then a sub-group will be convened to deal with the complaint.

 

The sub-group will examine the complaint and may wish to carry out further interviews, examine files / notes. They will respond within four weeks in writing. Their decision will be final.