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COMPLAINTS POLICY AND PROCEDURE

COMPLAINTS POLICY AND PROCEDURE

Purpose and Scope

As VoxFresh members, volunteers, staff, parents or third parties, if you have a complaint you are supported by our complaints policy and procedure.

Under this, we aim to ensure we take all complaints seriously and that that we learn from them where we can to make VoxFresh even more enjoyable and accessible to everyone.

We will make sure our process is as clear and supportive as possible for everyone, whether members, volunteers, parents, staff or third parties, and we are committed to resolving all complaints fairly, speedily and in a way which seeks a reasonable resolution.

This policy is for:

  • All staff, volunteers and singers
  • Parents/carers of singers
  • Prospective singers/enquirers
  • Supporters
  • Third parties who are affected by VoxFresh activities (for example, the owner of a venue)
  • General public

We handle all complaints in line with this policy and its related procedures.

  1. When does this policy apply?

This policy applies to all complaints received at any level of VoxFresh.

Our policy covers complaints about:

  • The standard of experience you may have received from VoxFresh.
  • The behaviour of anyone who may have played a part in delivering that service.
  • VoxFresh policy, communication and resources, or decisions related to these.

Our complaints policy does not cover the following:

  • Matters that have already been investigated through the complaints procedure.
  • Any concern that falls into the remit of safeguarding, managing concerns about adult volunteers or whistleblowing policies.
  • Disputes between third parties that are outside of our remit.
  • A complaint made on behalf of another adult, unless written consent is provided by that person.
  • Disputes between staff or in relation to employment.

We welcome all feedback and always respond to issues raised with the VoxFresh team. Some concerns are best dealt with informally and will not always require a formal response under this policy. 

VoxFresh will refuse a complaint which is ‘unreasonable’ – in that it is abusive, frivolous, vexatious or malicious or where significant time has passed since the incident happened, in the reasonable opinion of a number of VoxFresh members of staff. We do not engage in repetitive discussions about closed complaints.

  1. What are our standards for handling complaints?

When a complaint is made, VoxFresh will:

  • Deal with all complaints fairly, constructively and consistently.
  • Effectively address complaints to support volunteers to deliver great VoxFresh sessions.
  • Listen to complaints and feedback, treat them seriously and learn from them.
  • Share information between local VoxFresh and HQ, making sure each complaint is effectively handled and data is collated at HQ as appropriate.
  • Follow the policy and procedure for every complaint, wherever it comes from.
  • Handle all information sensitively and in accordance with data protection legislation.
  • Respect your wishes to remain anonymous.
  1. Who will handle your complaint?

Complaints about your local VoxFresh sessions

Your Lead Vocal Coach will be the most appropriate person locally – unless they are involved in your complaint. The Vocal Coach will then handle the complaint investigation themselves or appoint a fair and impartial person to do so on their behalf. 

Feedback about VoxFresh as an organisation

All feedback about VoxFresh as a wider organisation will be handled by the team at HQ.

Complaints about volunteers or providers outside of our local structures

Complaints about external providers (e.g. Workshops, venue staff) will be handled initially by your local Lead Vocal Coach who will pass it onto the HQ team if appropriate or necessary. 

Complaints about a VoxFresh staff member or volunteer engaged by VoxFresh Ltd.

Complaints about VoxFresh staff can be directed to the VoxFresh team with a clear email heading where it can then be passed on to an impartial member of the wider team where required.

  1. Confidentiality 

By submitting a complaint, you are agreeing to us using your personal information related to your complaint for the purposes of investigation.

We treat information relating to investigations under this policy in line with our Privacy Policy.

A person has the right to be told the nature of the evidence upon which a complaint has been made about them. This does not mean that the full original complaint or any witness statement will be shared, but we will provide a fair summary. We make every effort to make sure someone’s identity is not revealed without their consent, but it may be that the nature of the allegations or evidence will show their source.

  1. Monitoring and Learning

We’re committed to take learning from any complaints and feedback where appropriate. VoxFresh staff members are responsible for this, and for sharing and putting into place that learning. This includes recording all complaints and feedback, their outcomes and identifying emerging issues and trends.

Volunteers and VoxFresh staff must understand and follow all policies and procedures that apply to them.

  1. How do you raise a complaint or feedback?

As a volunteer, member, parent, third party or member of staff, if you have a complaint or feedback you may find that we can resolve it informally. It’s often the first way to address why someone is unhappy, and the quickest and most efficient route to resolving a complaint. Most VoxFresh complaints can be resolved this way.

If your complaint is about a volunteer, we encourage you to try to resolve it informally with your local VoxFresh session before you escalate it through the complaints policy.

You can do this by raising it directly with the Lead Vocal Coach or other member of VoxFresh staff. If it can’t be resolved informally, you should raise it in writing. You can find how to do this below.

We welcome all feedback raised with us and evaluate it regularly to identify improvements.

If you decide to progress a complaint to a formal, written complaint, these should be emailed to info@voxfresh.com labelled ‘VOXFRESH COMPLAINT: [short description on the nature of the complaint -e.g. Volunteer staff, bullying]

As a complainant you must read what kind of complaints the policy covers before it may be investigated by volunteers (dependant on the nature of the complaint); the timescales can vary.

  1. What do you include in your complaint?

When making a complaint or raising a comment, you need to include the following information – this will help us resolve it as quickly as possible:

  • Your contact details.
  • State that you would like to make a complaint.
  • Who or what you are making a complaint about, including names if known.
  • Where and when the events of the complaint happened.
  • The outcome you are seeking by raising your complaint.

It would also be helpful if you include the following:

  • A clear and concise summary. Give as many details as you can at each stage of the process. As long as they follow a logical order, bullet points and notes are fine.
  • Any supporting documents and correspondence.

Although you are not expected to prove the truth of what you are saying, you will need to provide us with enough information to understand what your complaint is and that it is something we can investigate.

  1. How do we resolve complaints?

VoxFresh will approach complaints differently depending on their nature and severity. You can find our procedure below:

Initial assessment

If a complaint can be resolved informally, this is the preferred course of action. If you make a complaint a VoxFresh Vocal Coach or designated staff member will make an initial assessment and decide on the best way forward. If an informal resolution is not appropriate and more formal investigation is necessary, we will progress the complaint to Stage 1: complaint investigation.

Informal resolution

Some complaints may be resolved informally, and we will refer it to the relevant staff member for resolution, support and learning. We will refer it on for formal investigation if it can’t be resolved in this way.

Stage 1: Formal complaint investigation

We will pass the complaint to the most appropriate person for investigation, as set out in the complaints policy under, ‘Who will handle my complaint?’.

A VoxFresh Vocal Coach, staff member or volunteer will then contact you as soon as possible to:

  • Let you know they’ve received the complaint.
  • Tell you how they propose to deal with the matter.
  • Estimate how long it will take to give you a final response.

They will give you a written confirmation of the outcome at the end of the investigation.

Stage 2: Appeal

If you’re not satisfied with the proposed resolution you can contact VoxFresh HQ to request an appeal. You must submit your request in writing within 28 days of the outcome notification.

We respond to appeal requests within 14 calendar days of receiving them. In complex situations we may extend this timescale – but we will let you know if this is the case.

10. Contact Details

Kat Penn (Director): kat@voxfresh.com; [07752 976788]

Main VoxFresh inbox – info@voxfresh.com

We are committed to reviewing our policy and good practice annually.

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