Complaints Policy

OVERVIEW

We take legitimate complaints seriously and will address them and respond to them as quickly as possible. If you have a complaint about our service, we want to hear from you. A complaint may be generally defined as an expression of dissatisfaction about actions taken or a lack of action.

AIMS OF THE COMPLAINTS PROCEDURE

Our aims are:

  • To provide a simple and effective way of raising a complaint.
  • To ensure that every complaint is investigated fairly and in a timely way.
  • To ensure that everyone at Cathedral Music Trust knows what to do if a complaint is received.
  • To ensure that a comprehensive response is received within the timescales stated.
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
  • To gather information which helps Cathedral Music Trust to learn from any mistakes that may have been made.

 

HOW TO COMPLAIN

All complaints will be handled sensitively, informing only those who need to know and following any relevant data protection requirements. Complaints may be made to the charity:

In writing:

The Secretary
Cathedral Music Trust
27 Old Gloucester Street
London WC1N 3XX

By telephone: 020 3151 6096

By email: [email protected]

 

WHAT WE NEED TO KNOW

To help us investigate your complaint, please provide as much of the following information as possible when you contact us:

  • Whether it is an original complaint, or a follow-up to a reply you were not satisfied with.
  • A clear description of the complaint and what you would like us to do to sort things out.
  • Your full postal address, telephone number and email address.

 

RECEIVING COMPLAINTS

Complaints received by the charity, whether by post, telephone or email, must be logged in writing. If a complaint is received by telephone, the person taking the call should:

Write down the facts of the complaint.

  • Take the complainant’s name, address, telephone number and email address.
  • Note down the relationship of the complainant to the Trust (e.g. donor, mailing list member).
  • Tell the complainant that the Trust has a complaints procedure.
  • Tell the complainant what will happen next and how long it will take, and supply the complainant with a copy of the complaints procedure.
  • Ask the complainant what they feel would help to sort the matter out.
  • If appropriate, ask the complainant to confirm the complaint in writing.

 

WHAT HAPPENS NEXT?

The Secretary will acknowledge receipt of a complaint usually within one week and inform the complainant of the process that will be followed. (If the Secretary is away for an extended period, your complaint will be dealt with on his/her return. However, if it is urgent and you have not received a response within one week, please send a copy to [email protected] or [email protected]). Every effort will be made to respond in full within this time, but if this is not possible, we will explain why and give you a date by which you can expect a full reply.

If your complaint requires investigation, the Secretary will consult with the Chair and form a group of three Trustees to conduct the investigation. The Trustees will listen to all parties involved. The complaint will be investigated thoroughly and fairly to establish the facts of the case.

  • If the complaint is against a Trustee, he or she will not be involved in the investigating group.
  • If the complaint is against an individual, that individual will have the opportunity to express their point of view in a safe environment and accompanied by a friend. The person making the complaint will have the same opportunity.
  • If necessary, a third party outside Cathedral Music Trust may be asked to investigate the complaint.

The group of Trustees will report back to the complainant within 4 weeks and respond to all points raised by them, explaining why the Trust considers whether these points are justified or not, what action was taken to investigate the complaint, and any action taken as a result, including changes to services, guidance or policies. The group of Trustees will inform Cathedral Music Trust’s Board at the next meeting that a complaint has been received and what actions, if any, have been or will be taken in response to it. The decision at this stage is final, unless the Trustees decide it is appropriate to seek external assistance with resolution. The Secretary will report regularly to the Board on the number and nature of complaints received and the outcome of those complaints, including any changes made to services, policies or procedures. The Trustees will consider what lessons can be learnt from these complaints and how the charity can improve its service.

 

VARIATION OF PROCEDURE

The Trustees may vary the procedure at their discretion. This may be necessary, for example, to avoid a conflict of interest.

If you are not satisfied with the way your complaint has been handled or with the nature of the response, you may take your complaint to the Charity Commission or directly to the Office for Civil Society. If it concerns CMT’s fundraising activities, you may take your complaint to the Fundraising Regulator, 2nd Floor CAN Mezzanine Building, 49-51 East Road, London N1 6AH; telephone 0300 999 3407; online www.fundraisingregulator.org.uk/more-from-us/contact-us

This policy does not cover complaints from staff, who should refer to The Trust’s internal policies. This policy will be monitored and reviewed annually. In the event that the policy is amended, a revised document will be issued to all relevant parties.

 

This policy was revised and approved by the Finance and Audit Committee January 2021

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