policies

This policy applies to Colman Creative Academy  and is global in its application.  A complaint can be made by anyone with interaction with Colman Creative Academy, including but not limited to; past and present students, parents, families, community, other businesses.

Definitions

A complaint is an expression of dissatisfaction about the standards of service, actions or lack of action, by Colman Creative Academy  or its staff and associated personnel.  It is a criticism that expects a reply and would like things to be changed.  Complaints could include the following (which is not an exhaustive list): 

 

  • Concern from someone we work with about the quality of programme delivery

  • Concern from a member of the public about a particular fundraising approach or campaign action

  • Concern about the behaviour of staff or associated personnel

 

A complaint has to be about some action for which Colman Creative Academy  is responsible or is within our sphere of influence.

 

A complaint is not:

 

  • A general inquiry about Colman Creative Academy ’s work

  • A request for information

  • A contractual dispute

  • A request to amend records e.g. to correct an address, cancel a donation

  • A request to unsubscribe from an Colman Creative Academy  service e.g. a campaign newsletter or email

 

The complaints procedures do not apply to complaints that are subject to current investigation by any regulatory body or other legal or official authorities in the UK or other countries in which we operate.  Such issues will be dealt with by the relevant regulatory body.

Procedures for making a complaint

It is hoped that most complaints or concerns about Colman Creative Academy ’s work or behaviour can and will be dealt with informally by staff or volunteers at a local level.  However, it is recognised that not all issues can be resolved in this way and that a formal complaints mechanism is required for those occasions when an individual or organisation wishes to make their complaint a matter of record and to receive a formal response.

How to make a complaint

Name: Chloe Colman

Email: complaints@colmancreative.co.uk

Subject: Confidential

Phone Number: 07512819098 

When writing a complain please include as much information as possible. Complaints must be submitted in writing clearly, stating the following:

- Date & Time of recorded incident(s) 

- Name of individual making the complaint

-Details of the complaint

Complaints will be responded to in writing within 5-10 buisiness days.