OmniMusic Complaints Policy
Whilst we make every effort to meet peoples’ expectations, circumstances may
arise where an individual has a concern and wishes to bring this to our attention.
We will take all reasonable steps to resolve the situation, in everyone’s best
interests.
For very serious concerns, such as individual’s safety being placed at immediate
risk, take such action as is appropriate. For example, by calling the emergency
services.
Informal Complaints
Anyone who has a concern should initially raise this with a member of our team at
the time, as this enables us to respond and deal with an issue quickly.
We will seek to resolve this and meet any reasonable expectations the individual
may have, ideally to their satisfaction. If unable to, make a note of:
- The complainant’s name and contact details, unless they are unwilling to
provide these. - The nature of their concern and anything that they wished to be done about it.
- The circumstances surrounding the complaint, including when, where any
action that was taken and the details of others who were present/involved.
Advise the complainant that their concern will be passed to the trustees.
Formal Complaints
Where an individual wishes to make a formal complaint, they should be provided
with the email address of the nominated lead trustee for complaints and/or our
registered address, as they wish. Correspondence should be marked private and
confidential. They should be provided with a copy of this policy by post or email.
To help resolve the complaint as quickly and effectively as possible, the individual
making the complaint should do so as soon as possible and should include in it:
- Name, organisation (if relevant), address, telephone number and email.
If you do not wish to be contacted in a particular way, please let us know and we will
of course respect this. - As much information as possible, such as what happened, where, when
(date/time), who was present and any action taken, and by whom. - What it is you felt to be unsatisfactory.
- What you believe should be done to address your concern.
Receipt will be acknowledged, if possible, within 7 working days. The complaint
will then be investigated. If necessary, specialist advice will be sought. Where
clarification or further information is felt to be necessary, the trustee will contact
the person complaining to request this.
A response will be sent within 14 working days. If this is not possible, a holding
reply will be sent after 14 days advising when we estimate the investigation will be
completed. The complaint response will explain our findings and what action we
will be taking/have taken, subject to the constraints of the Data Protection Act,
which will almost certainly not allow us to disclose sensitive personal information.
If the complainant is not satisfied with the response, they may appeal the
decision, by writing to the Chair, the contact details of whom will included in our
response. Appeals must be submitted within 28 days of our response to the
complaint.
The appeal should be specific about why the individual feels the decision made was
wrong and provide the facts and information necessary to demonstrate this.
A decision will be notified within 28 days and will be final.
Wider Action
Irrespective of the outcome of any complaint, we will consider if there is any
requirement in respect of wider action and/or statutory reporting to the Charity
Commission, H&SW Executive, Safeguarding Teams, other regulator, or the Police.
Consideration will also to be given to whether any changes should be made to
policies, procedures, training etc to see if anything might reasonably be done to
prevent a similar issue arising in future.
Anonymous Complaints
Anonymous complaints will be recorded and any facts available looked in to.
However, in doing so we will be mindful that anonymous complaints can
sometimes be malicious. Everyone involved in our work, even incidentally, has a
right to complain and we will hold anyone accountable but, equally, individuals
have a right to be protected from unsubstantiated and, potentially, malicious
allegations.
Consequently, anyone wishing to complain is strongly encouraged to provide the
information requested above and their contact details. This will also allow us to
advise them of the outcome.
Potential Compensation Claims
If a complaint may potentially result in a claim for compensation, such as damage
or loss to property, or personal issue, our insurers are to be notified, and if deemed
appropriate legal advice may be sought.
Confidentiality
The complaint will be treated as confidential and any communication on this issue,
including responding to the complainant, will be subject to compliance with the
Data Protection Act.
Availability
This policy is to be made publicly available and given to anyone who advises that
they wishes to submit a compliant.
Revised December 2024
Review December 2026
