Complaints Policy

Last Updated: 9th Sept 2024

1. Introduction

At Poetry Prescribed, we value feedback and strive to ensure that all users have a positive experience with our services. This Complaints Policy outlines the process for submitting a complaint, how we investigate complaints, and our commitment to resolving issues promptly and effectively.

2. Purpose

The purpose of this policy is to provide a clear framework for handling complaints, ensuring that concerns are addressed fairly, promptly, and efficiently. We aim to learn from complaints to enhance our services continually.

3. Scope

This policy applies to all users of Poetry Prescribed, including participants in workshops, events, and visitors to our website. It covers all complaints related to our services, staff conduct, or any other matters arising from our activities.

4. Definition of a Complaint

A complaint is defined as any expression of dissatisfaction regarding the services provided by Poetry Prescribed. This includes, but is not limited to:

- Services that did not meet user expectations

- Staff conduct or behavior

- Issues related to our website or how personal data is handled

- Accessibility concerns

5. How to Make a Complaint

Complaints can be submitted in the following ways:

5.1. Written Complaints

- Email: Send your complaint via email to poetryprescribed@gmail.com

5.2. In-Person Complaints

- If you prefer to speak to someone directly, you can raise your complaint in person at any of our events or workshops. Please request to speak to a member of staff.

5.3. Anonymous Complaints

- While we encourage identifiable complaints to facilitate a thorough investigation, we also accept anonymous complaints. However, this may limit our ability to provide feedback on the outcome.

6. Complaint Handling Procedure

We aim to resolve complaints quickly and make the process as straightforward as possible. The following steps will be taken:

6.1. Acknowledgment

- Complaints will be acknowledged within [Insert Timeframe, e.g., 5 working days] of receipt.

6.2. Investigation

- Each complaint will be investigated promptly and fairly. The investigation may involve reviewing relevant documents, speaking to staff, or engaging with the complainant for additional information.

6.3. Outcome

- A response outlining the outcome of the investigation and any actions taken will be provided to the complainant within [Insert Timeframe, e.g., 28 working days] of the acknowledgment.

6.4. Escalation

- If you are not satisfied with the outcome of your complaint, you may escalate the matter to a senior member of staff or our Designated Safeguarding Officer (DSO) by contacting poetryprescribed@gmail.com

7. Confidentiality

All complaints will be treated confidentially, and details will be shared only with those who need to be involved in the resolution process. Personal information will not be disclosed without consent unless required by law.

8. Record Keeping

We will maintain records of all complaints and their outcomes. This information will be used to analyse trends and improve our services. Records will be kept in accordance with our Data Protection Policy.

9. Review of Complaints Policy

This Complaints Policy will be reviewed annually and updated as necessary to ensure its effectiveness and compliance with legal requirements and best practices.

10. Contact Information

For further information regarding this Complaints Policy or to make a complaint, please contact:

poetryprescribed@gmail.com