Jackdaws Concerns and Complaints Statement

Date reviewed 30-04-2024

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Aims

To resolve any concerns or complaints about any area of the organisation quickly and informally and to keep all parties informed.

Approach

Most issues can usually be resolved at the time they occur if they are brought to our attention. In the first instance please consider talking to a member of the team(e.g. house manager during a course weekend) as soon as something arises.

If they are not sure how to proceed they are able to contact other team members for advice. They will keep you informed about what is happening.

If you are not able to do this or do not feel comfortable doing so then you can follow the steps below.

Informal stage

Concerns or complaints in the first instance should be raised informally with the office via music@jackdaws.org. This will then be directed to the person most suitable to make a response.

We will endeavour to reply within 10 working days, if this is not possible we will inform you of this.

If you are not satisfied with the outcome you can raise this informally with the Artistic Director by requesting their contact details from the office.

Formal stage

If it has not been possible to gain resolution then you are able to submit a written concern or complaint to the Chair of Trustees by requesting their details from the office.

Once they have investigated (it may be delegated to another board member) an outcome will be sent to you in writing.

The matter will then be closed subject to any actions arising.

If you believe you need to raise a serious complaint further then please see this advice https://www.gov.uk/complain-about-charity.