Feedback is invaluable to the continuous improvement of our organisation and we regularly review feedback, concerns and complaints, seeking to find a prompt resolution and to identify opportunities for improvement. We recognise the important of having an effective mechanism to manage feedback and/or complaints and this policy outlines the steps we will take to respond, always striving to work in a fair, sensitive and transparent way.
We welcome feedback from anyone who interacts with Create Music and value these comments to inform further improvement and development of our provision. Feedback, whether positive or negative, can be provided verbally, to one of our members of staff, over the phone or by email.
Telephone: 01273 261 565 Email: [javascript protected email address]
A copy of the feedback will be sent to any named members of staff and their line manager and/or the relevant manager. The manager will respond to specific enquiries or requests made in the feedback, within 10 working days.
Formal complaints should be submitted in writing, either by email or post. Complaints should be emailed to [javascript protected email address] or posted to: Create Music, Sound Rooms, 3 Pelham Terrace, Lewes Road, Brighton, BN2 4AF
Complainants are asked to provide the following information;
Acknowledgement and initial response
Upon receipt of the concern, Create Music will acknowledge the submission in writing within 5 working days. Within 15 days from receipt of the initial concern, a further written communication will be sent, containing;
Investigation process
A member of our team with the relevant experience and/or knowledge will be allocated to conduct a thorough investigation, which may involve:
Resolution proposal
Following the investigation, the member of our team allocated to review the complaint will send the complainant a written response to communicate our findings and propose a resolution. If areas for improvement are identified, a plan for corrective action will be outlined. We aim to provide this in writing within 1 month of the original complaint submission. However, on occasion we may need more time to investigate. In cases such as these, the relevant manager will communicate the revised timescale for resolution.
Escalation procedure
Should the complainant find the initial resolution unsatisfactory, they have the right to escalate the matter. This can be done by requesting that the matter is escalated to the relevant Manager or Senior Leader. This request must be made in writing, within 15 days of the initial resolution letter being sent.
Exemptions to the Complaints Policy
Create Music may not consider complaints in the following circumstances:
If we decide that we are unable to consider your complaint, we will write to you within three weeks following the receipt of your complaint and explain why. In some circumstances, we may decide that your concern(s) should be considered using another policy or procedure.
Unreasonable and persistent complaints
We expect anyone who wishes to raise concerns or make a complaint to:
In a minority of cases, people can pursue their complaints in a way which can either impede the investigation or can have significant resource issues for Create Music. This can happen either while their complaint is being investigated, or once the investigation has been concluded. We define unreasonable, persistent and vexatious complainants as those complainants who, because of the frequency or nature of their contact, hinder our consideration of their complaints, particularly if the matter appears to be pursued in a way intended to cause personal distress rather than to seek a resolution.
In cases of vexatious/unreasonably persistent complaints or abusive behaviour, we may take some or all of the following steps, as appropriate:
Legitimate new complaints will always be considered and treated fairly, in line with this policy and in accordance with the details of each specific complaint.
Social media
To ensure an efficient, thorough and fair resolution process, we kindly request complainants do not share negative feedback on social media platforms without first contacting us directly. Direct communication allows us to address concerns promptly and maintain the integrity of the resolution process.
Confidentiality
We respect your privacy and treat all feedback with confidentiality. Direct communication allows us to address your concerns discreetly and effectively.
Policy Review
This policy will be reviewed regularly to ensure it aligns with the needs of Create Music and complies with current legislation, and best practices. Any necessary updates will be communicated to staff and updated in the Create Music Teachers Handbook. A copy of this policy will also be made publicly available, via the Create Music website.
