Complaints Procedure

This document provides guidelines for the resolution and handling of complaints made by our customers.

Administrative staff are responsible for reviewing the policy below.

1. Policy Statement

At Revolution Performing Arts, we believe that if a customer wishes to make a complaint, it should be easy to do so.

It is Revolution Performing Arts’ policy to receive complaints and consider them an opportunity to learn, adapt and improve our services.

2. Purpose

This policy is intended to ensure that Revolution Performing Arts handles complaints fairly and effectively.

RPA’s objective is to ensure that its complaints procedure is properly and effectively implemented and that complainants feel confident that their complaints and concerns are listened to and acted upon promptly.

Our complaint management system aims to:

• Allow us to respond to questions raised by people who make complaints in a timely manner.
• Increase customer confidence in our administrative processes.
• Provide information that we can use to improve the quality of our services.

This policy provides guidance for our staff and for individuals who wish to make a complaint about the key principles and processes of our complaint management system.

3. Scope

This policy applies to all staff receiving or managing complaints from customers.

It applies to complaints made to or about Revolution Performing Arts regarding:

• Our services.
• Members of staff.
• Our complaint-handling procedures.

4. What Is a Complaint?

A complaint is any expression of dissatisfaction concerning the services offered by Revolution Performing Arts, a member of staff or a lack of action taken regarding operations, facilities or services provided by Revolution Performing Arts or by a person acting on behalf of Revolution Performing Arts.

Formal Complaints

A formal complaint is a complaint that has not been successfully resolved through the complaint management process outlined in this policy.

The complainant has chosen to formalise the complaint by submitting it in writing by email.

Informal Complaints

An informal complaint is a complaint received by Revolution Performing Arts by telephone or in person that has not been submitted by email.

All non-anonymous complaints require a response.

5. Complaint Management System

Oral Complaints

• Revolution Performing Arts employees who receive a verbal complaint should try to resolve the issue immediately where possible.
• If a member of staff cannot resolve the problem immediately, they should offer to refer the complaint to Fiona Da Silva-Adams for resolution.
• The Complaints Manager, Fiona Da Silva-Adams, is the named person responsible for handling complaints through the process.
• When staff or managers receive an oral complaint, they should listen sincerely to the concerns raised by the complainant.
• Any contact with the complainant must be polite, courteous and sympathetic. Staff and managers must remain calm and respectful at all times.
• After discussing the problem, the manager or staff member handling the complaint should suggest an action plan to resolve it.
• If the proposed action plan is acceptable, the staff member should clarify the agreement with the complainant and agree how the outcome of the complaint will be communicated.
• If the proposed action plan is not acceptable to the complainant, the staff member or manager should ask the complainant to submit their complaint in writing to Revolution Performing Arts and provide them with a copy of this procedure.

Written Complaints

• When a written complaint is received, it must be forwarded to the designated Complaints Manager, Fiona Da Silva-Adams.
• The Complaints Manager must send an acknowledgement of receipt in a timely manner to establish a relationship of confidence with the person who submitted the complaint.
• If necessary, further clarification should be obtained from the complainant.
• If the complaint is made on behalf of a customer, the customer’s consent should preferably be obtained in writing before the complaint is investigated.
• After receiving the complaint email, a copy of the complaints procedure must be provided to the customer.
• The complaints process, the time it may take and realistic expectations should be clearly explained to the complainant.
• Immediately upon receiving the complaint, Revolution Performing Arts should begin an investigation.
• Within two days, Revolution Performing Arts should be in a position to provide a full explanation to the complainant, either in writing or by arranging a meeting with the individuals concerned.

Making a Complaint to Ofsted

Any parent or carer can submit a complaint to Ofsted about Revolution Performing Arts Ltd at any time. Ofsted will consider and investigate all complaints.

Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD

General enquiries: 0300 123 1231

Complaints: 0300 123 4666