Complaints Policy

1. Purpose 

Knowle West Media Centre (KWMC) treats complaints and appeals about its services, and comments from those who use its services, very seriously. This policy aims to be open and accountable and to provide a framework for prompt, considerate and confidential responses to any complaints. 

KWMC aims to identify where things are going wrong and to put them right for the future. 

It is accepted that others not directly in receipt of services may have cause to complain about KWMC’s actions or lack of action. The organisation will give the same consideration to those complaints. 

2. Scope 

This policy applies to all who use KWMC’s services or who are affected by them. It includes the following: 

• Service Users 

• Stakeholders 

• Members of the Public 

3. Aims 

KWMC is a registered charity and social enterprise, with a well-established set of values and ethics. When we are not as good as we should be, and do not deliver the best experience we can, we want to know about it so that we can put things right. Our aims are to ensure that: 

• The complaints process is as simple and easy as possible 

• The complaints process is available to all customers, audiences, partners and stakeholders via KWMC’s website 

• All complaints are fairly assessed and responded to promptly 

• We comply with legislative requirements at all times. 

If you make a complaint to KWMC you can expect that we will: 

• Treat you with respect 

• Tell you what to expect while your complaint is being looked into 

• Carry out the complaint handling process in as fair and open a way as possible 

• Provide reasons for decisions/outcomes that are made, unless restricted by confidentiality 

• Protect your privacy 

4. What does KWMC consider a complaint 

A complaint is defined as the following: 

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by KWMC or its staff which affects an individual, a group of service users or an organisation who might be in receipt of a service from KWMC or who are otherwise affected by KWMC’s actions or lack of action. 

What might you complain about? 

You can complain if you think that:  

• ‘maladministration’ has taken place (for example, if we have delayed, made mistakes in or failed to follow agreed procedures); or 

• we have failed to give you access to information or have given you incorrect advice or information; or 

• we have not treated you politely; or 

• we have unlawfully discriminated against you or not treated you fairly. 

A first request for a service, or the first request for assistance with a problem, is not a complaint within the scope of the policy. However, any aspect of the way in which such request or problems are subsequently dealt with could be the subject of a complaint. 

KWMC’s complaints policy sets out to provide: 

• a staged approach to resolving problems quickly 

• a procedure for investigating a complaint 

• a means of keeping the complainant informed about progress as well as about the eventual outcome 

• an appeals facility appropriate to the category of complaint 

• advice to complainants on where they can obtain independent help and assistance, for example, legal aid, Citizens Advice Bureau or other appropriate organisation 

• access to the relevant local authority’s complaints procedure where applicable 

• systematic analysis at Board level to see why complaints arise 

• reports on complaints that state what preventative action has been taken 

5. How do you make a complaint? 

If you wish to make a complaint in person you can: 

• Speak with a relevant member of staff 

• Speak with a member of the Front of House team who is on duty at the time. 

• Call us on 0117 903 0444 

If you wish to make a complaint in writing you can either email us at enquiries@kwmc.org.uk or send us a letter at Knowle West Media Centre, Leinster Avenue, Bristol, BS4 1NL. 

If you require reasonable adjustments to support you with making your complaint, please let us know. For example, our Front of House team can also assist those who wish to put their complaint into writing but who may have difficulty doing so. 

Complaints can be brought by individuals and/or by their advocate or representative. People giving support may participate at every or any stage of the process. 

Please tell us: 

• what happened; 

• when it happened; 

• who dealt with you; and 

• what you would like us to do to put things right.  

Also tell us if there is anything we need to know about how to contact you.  

It is not KWMC’s policy to investigate anonymous complaints, except where they indicate the possibility of danger to the health and safety of a service user, member of staff, or other individual, or the safety of a project. 

6. Service Standards 

All written complaints will be acknowledged in writing within five working days, with information concerning how the complaint will be handled, and the date by which they will receive a response. 

KWMC will aim to resolve complaints within ten working days with a written response confirming action taken. If the complaint is complex it may take longer to resolve. In such cases, the complainant will receive, at minimum, monthly written progress reports. 

If you are not satisfied with the reply that you receive, you can request the matter is taken to the Trustees. This is the body of people who run the organisation and they will hold a meeting, consider available evidence and make a final decision on how to move forward. 

If you are still not satisfied that the matter has been effectively dealt with, KWMC will, at the discretion of the Trustees, consider external advice. 

KWMC will publicise its complaints policy in the following way: 

• all induction packs will contain the Complaints Policy and Procedure. Staff will go through the complaints procedure in service user inductions. 

• the Complaints Policy and Procedure is available to all staff on the company intranet. 

• a Complaints information form will be devised for the company website (currently being reviewed) 

All staff will be trained in dealing with complaints. In addition, where relevant, complaints will be discussed in team meetings and supervision sessions so that employees can learn from them. 

7. Your personal information 

If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We may also give your personal information to other people and organisations if we have to do so by law or if you have given us permission. 

8. Equal opportunities  

KWMC is committed to equal opportunities takes complaints about discrimination seriously. 

We may use complaints about discrimination to review our policies and procedures. This is to make sure we treat everyone equally.   

We may record information about the ethnic background, sex and disability of everyone who makes a complaint so that we promote and maintain our equal opportunities commitment.  We will keep all information confidential. 

9. Comments and suggestions 

We welcome comments and suggestions as these can help us improve our services. If you would like to give us some general feedback please contact us at enquiries@kwmc.org.uk