Complaints Procedure

If you are unhappy with any area of our service or conduct, please contact us as soon as possible. You can complain in writing or over the phone at any time by contacting us using the details below:

Address:

Now Hear This Music C.I.C.
19 High View
Portishead
BS20 8RF

Telephone:   07746785726                                              Email:   CIC@nowhearthismusic.org 

Please state your name and provide copies of any relevant correspondence or documentation, and the names of all Now Hear This Music C.I.C. representatives you have been in contact with regarding the complaint being made.

·         We will investigate your complaint carefully and fairly.

·         We will keep you informed of progress and respond to your complaint in writing as soon as possible.

·         For more complex issues, we may need a little longer to investigate or to ask for further information.

·         Make sure that wherever possible complaints are resolved, and relationships repaired.

·         Gather information which helps us improve what we do.

Learning and Improving

​We consider complaints as opportunities for learning and improving our services, and they are taken into account in our yearly review of our complaints policy and procedures. We will act with fairness, treating all complainants in the same way and not allowing those who complain to obtain unfair advantage or disadvantage by doing so.

​For concerns raised informally (verbally), we will enable mediation quickly between the complainant and the individual to whom the complaint has been referred. However, in cases where concerns cannot be resolved informally, the formal complaints procedure shall be used.

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Formal Complaints

All formal complaints should be made in writing, which includes email, within six weeks of the issue arising, and marked for the attention of our Directors.

Now Hear This Music C.I.C. will:

·         Acknowledge the formal complaint in writing.

·         Respond within five working days of receipt of the complaint.

·         Deal sensitively and reasonably with the complaint.

·         Take action where appropriate.

Complainants will be asked to:

·         Explain the problem as clearly and as fully as possible, including any action taken to date.

·         Allow Now Hear This Music C.I.C. a reasonable time to deal with the matter.

·         Recognise that some circumstances may be beyond the control of Now Hear This Music C.I.C.

Now Hear This Music C.I.C. reserves the right to cease correspondence with a client if we consider their correspondence to be vexatious or ill-considered.

If you remain unsatisfied with our response

If you remain unsatisfied with our initial response to your complaint you can ask for the response to be escalated for review. Now Hear This Music C.I.C. will respond within three days of receipt of the escalated complaint and will provide a further response within 15 working days. Given that some issues may inevitably be more complex than others and may require longer to be appropriately investigated, the timescales given for handling and responding to complaints are indicative. In such cases, you will receive communication explaining the actions being taken to deal with the issue and when a full reply can be expected and from whom.

This complaints procedure does not restrict your right to take legal proceedings.