Complaints Procedure

We welcome feedback, compliments and complaints because they help us improve what we do. We take all complaints seriously and are committed to handling them fairly, consistently and promptly.

For complaints relating specifically to our fundraising activities, please see the Fundraising Complaints section below.

General Complaints

Before making a formal complaint

Many concerns can be resolved quickly by speaking to the member of staff or team involved. If we are unable to resolve your concern informally, you may make a formal complaint using the process below.

You, or someone acting on your behalf, can make a formal complaint using one of the following methods.

Email
enquiries@calibreaudio.org.uk

Telephone
01296 432339

Post
Calibre Audio
Aylesbury
HP22 5XQ

Please provide as much information as possible, including:

• Your name and contact details.

• Details of your complaint.

• Relevant dates or supporting information.

• Your preferred method of response (email, telephone or post).

We are committed to making our complaints process accessible. If you require information in an alternative format or need assistance making a complaint, we will make reasonable adjustments wherever possible to support your needs.

What happens next?

Your complaint will normally be investigated by the manager responsible for the service concerned.

We will:

• acknowledge your complaint within five working days;

• investigate the issues raised fairly and impartially;

• keep you informed if additional time is required; and

• aim to provide a full response within 20 working days.

Our response will normally include:

• a summary of our investigation;

• our findings;

• any action we have taken or propose to take; and

• details of how to request a review if you remain dissatisfied.

Where appropriate, we will apologise, explain what has happened and take action to prevent similar issues occurring again.

If you remain dissatisfied

If you are unhappy with our response, you may request a review by an appropriate Director or senior manager who has not previously been involved in investigating your complaint.

Details of how to request a review will be included in our response.

Following the review, you will receive Calibre Audio's final internal response.

Nothing in this procedure affects your statutory rights.

Fundraising Complaints

Calibre Audio is registered with the Fundraising Regulator and is committed to complying with the Code of Fundraising Practice and the Fundraising Promise.

A fundraising complaint relates to our fundraising activities or an alleged breach of the Code of Fundraising Practice.

Complaints can be made using one of the following methods.

Email
fundraising@calibreaudio.org.uk

Telephone
01296 432339

Post
Director of Fundraising & Communications
Calibre Audio
Aylesbury
HP22 5XQ

Please provide as much information as possible together with your preferred method of contact.

Your complaint will normally be investigated by the Director of Fundraising & Communications or an appropriate member of the fundraising team.

We will:

• acknowledge your complaint within five working days;

• investigate the matter fairly and impartially; and

• aim to provide a written response within 20 working days.

If additional time is required, we will explain why and keep you informed of progress.

If you remain dissatisfied following our final response, you may refer your complaint to the Fundraising Regulator in accordance with its published procedures. Further information about the Fundraising Regulator and how to refer a complaint is available on its website.

Our Commitment

We will:

• treat everyone with courtesy and respect;

• investigate complaints fairly and objectively;

• keep information confidential and share it only with those who need it to investigate and resolve the complaint;

• apologise when we get things wrong;

• explain our decisions clearly;

• take appropriate action to put matters right where possible; and

• use feedback and complaints to improve our services.

We ask that everyone making a complaint treats our staff and volunteers with courtesy and respect. We reserve the right to limit communication where behaviour becomes abusive, threatening or vexatious, while ensuring that legitimate complaints continue to be considered fairly.

Learning from Complaints

We record and review complaints to identify trends, improve our services and reduce the likelihood of similar issues occurring again.

Complaint information is handled in accordance with Calibre Audio's Privacy Policy, Data Retention & Disposal Policy and applicable data protection legislation.

This procedure applies to all complaints unless a separate statutory or regulatory process applies.

Review

This Complaints Procedure is approved by the Executive Management Team (EMT) and is reviewed annually.