Compliments, Comments and Complaints Policy

 
 

We strive to provide high quality services which meet the need of our beneficiaries, and we love to hear general comments, or compliments about the work we do. We also realise that sometimes we might get things wrong and that not everyone will agree with what we do.

We welcome and value all feedback as this enables us to listen, learn, and to improve what we do.

We are happy to acknowledge the mistakes that we have made, sincerely apologise for them and then try to prevent them from happening again in the future.

HOW TO SHARE FEEDBACK WITH US

By Email - hello@creativebriefs.co.uk

In Writing -  The Studio, 160b Albert Avenue, Hull HU3 6QA

Telephone - 01482 569616

Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily.

We are a small team, so if we do not answer your call, it probably means we are out and about delivering our work. If your call goes to answer phone please leave us a message and a contact number and someone will return your call.

COMPLIMENTING US

Compliments are valuable, and important to us and when they are received, they will be recorded and reported on. Compliments enable us to:

  • understand from our beneficiaries and supporters what we do well and the positive difference this makes;

  • provide positive feedback to our people – whether paid or unpaid;

  • influence the continued development of what we do, why and how.

COMMENTING ON OUR PEOPLE OR OUR WORK

It is always helpful to hear what people think about us; what we do and how. Comments are welcome because they:

  • help to influence the organisational decisions we may make;

  • help maintain the standards of our activities;

  • raise issues of real importance and can lead to change for the better.

Wherever we can, we will record and report, internally and externally if required, on comments we receive.

We will endeavour to acknowledge compliments and comments wherever possible but whilst this may not always be practicable, please be assured that they are always appreciated.

COMPLAINING ABOUT OUR PEOPLE OR OUR WORK

We recognise that there will be times when our trustees, staff, volunteers or third parties working on our behalf make mistakes, or get things wrong. Where this happens and where we receive a complaint, we will always take this seriously, record and report on it internally and externally if required.

This policy does not cover complaints from staff including freelance/contractors, who should refer to our internal policy on such matters.

  • The following issues (this is not an exhaustive list) will be treated as complaints. These are taken from the NSPCC’s values, which we always aim to follow in our own work with young people.

    • inappropriate/improper fundraising methods

    • poor standards of service including accusations of professional incompetence or misconduct

    • financial losses/waste

    • current or historical harm to children or vulnerable individuals

    • non-compliance with Creative Brief’s own policies/procedures

    • non-compliance with relevant laws and regulations

  • We endeavour to respond fully and conclusively to all complaints within ten working days. Wherever possible we will deal with it more quickly, if we think it will take longer we will let you know.

    You can contact us in whichever way is most convenient to you and we will respond to you via the same method unless instructed otherwise.

    From experience we have found that the best way to resolve a problem quickly is by telephone. This way we can make sure that we fully understand the issue and can gather all of the information that we need to resolve the problem in a fast and effective way.

    In more complex situations where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can. We will record your complaint and between us we can agree on the best way and time to get back in contact with you.

  • We will work hard to fix problems, correct mistakes and address concerns in a way that pleases you. Please feel free when contacting us about a complaint, to let us know how you think it could be resolved. We want to reach the best possible outcome and two heads are better than one.

    We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you will a prompt response and tell you who to go to if you want to escalate your complaint further.

  • Under certain circumstances we may not be able to respond to a complaint, including:

    • When a complaint is about something that we have no direct connection to. We may choose to reply to clear our name but we are not obliged to.

    • When a complainant is being obviously abusive, prejudiced or offensive in their manner.

    • When a complainant is harassing a staff member.

    • When a complaint is incoherent or illegible.

    • When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we can chose whether it is necessary for us to reply or not.

    • We also cannot respond to complaints made anonymously or if you have not provided your contact details. However, we will investigate the complaint and use the information to improve in any way that we can.

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.