How to make a complaint

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This is a quick summary of how to make a complaint and how the complaint will be handled by the IW Story Festival.  

We take complaints seriously and see them as an opportunity to improve. 

 

We understand that making a complaint can be stressful for all involved and will try to ensure that the process is effective and that there is good communication throughout.

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If you wish to make a complaint about any service provided by IW Story Festival or about any employee or volunteer, then you should:

1. Contact the Chair of Trustees by email to iwstoryfesttrustees@gmail.com  Please tell us your preferred way of contacting you.
    

2. The Chair of Trustees will contact you, providing a reference number and letting you know when you can expect a reply from us (usually within one month of your complaint). You may also be asked what action/resolution you are seeking.
    

3. Please quote your reference number if you contact us again about your complaint.
    

4. The Chair of Trustees will investigate your complaint.
    

5. Complaints of a serious nature will be referred for independent external investigation by the appropriate body.
    

6. Following an investigation, the Chair of Trustees will contact you with a resolution to your complaint, outlining any action/s to be taken if appropriate. We will always reply in writing but can also discuss your complaint with you in person.
    

7.  If you are not happy with the outcome, there is an appeals process.
    

8. You can also make a complaint to the relevant regulatory body (Charity Commission) or the relevant ombudsman, although they would usually expect that this complaints process has been used initially.