Complaints policy

Leamington and Warwick Musical Society (LWMS) takes complaints very seriously. If you have a complaint about LWMS we want to hear about it and we will do our best to put it right.

Our Complaints procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively;
  • To ensure that all complaints are handled in a consistent manner throughout;
  • To increase member and supporter satisfaction;
  • To use complaints constructively in the planning and improvement of all activities.

What is a complaint?

It may be a criticism that expects a reply and requires action or changes to be made. It can also be an expression of dissatisfaction with any aspect of LWMS, which is under the control of the Charity, its Trustees, or volunteers.

How to complain?

LWMS would like to sort out any complaint as soon as possible.

Many complaints can be resolved informally. In the first instance contact us and, if you feel able, speak to a member of the management committee, who will try to sort the matter out.

If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

Write down your complaint and send it, with your contact details by post or email to:

LWMS, 9 Lime Avenue, Leamington Spa, CV32 7DE
complaints@lwms.org.uk

What will we do on receiving your complaint?

  • We will listen and record your complaint and advise you how it will be handled;
  • We will investigate;
  • We will take action to resolve the problem and tell you what the action is;
  • We will take steps to avoid a repeat occurrence.

At all times, we will treat you with understanding and respect. All we ask is that you do the same for our people.

Confidential information in relation to your complaint will be handled sensitively.

We are unable to respond to anonymous complaints or matters for which the charity is not directly responsible.

How long will it take to respond?

We endeavour to respond fully and conclusively to all complaints within 10 working days of receipt.

We will acknowledge your complaint within 5 working days of receipt. You will be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.

Whenever possible we will deal with it more quickly, if we think it will take longer we will let you know.

If an in-depth investigation is required we aim to provide a response within 20 working days.

Can you take your complaint elsewhere?

Yes. If we are unable to resolve it to your satisfaction, you can contact The Charity Commission at the address below:

Charity Commission, PO Box 211, Bootle, L20 7YX
0300 066 9197
https://www.gov.uk/government/organisations/charity-commission

This policy was reviewed by the LWMS committee on 4 November 2024, and will be further reviewed at least every 2 years.