Complaints Policy

Policy statement

Hampshire Cultural Trust is committed to providing a high-quality experience for all our customers and beneficiaries.

Your feedback is essential for us to monitor our performance and make improvements. We handle all feedback—both informal and formal—with the following commitments:

• Promptly and courteously
• Fairly and impartially
• With respect for any reasonable requirements you may have

Please note that external third parties may use our facilities for their own events and activities. If your complaint concerns one of these activities, we will liaise with the relevant third party to resolve your issues.

Definition 

A complaint is defined as ‘any voluntary expression of dissatisfaction that relates to our work or organisation, whether justified or not, and requires a formal response’ made by the public. We distinguish between:

• Informal feedback: Comments, suggestions, or concerns that do not require a formal investigation. These are typically addressed immediately by staff and recorded for continuous improvement.
• Formal complaints: Issues that require a written response and investigation. Formal complaints generally fall into categories such as:
  • Health and safety
  • Museum policy
  • The behaviour of museum staff, volunteers, partners or contractors
  • Unfair treatment
  • Contravention of laws or regulations

A formal complaint may also be raised, if you are dissatisfied with the handling or resolution of an informal complaint.

Scope and purpose

This policy ensures that all complaints are investigated, addressed, and resolved consistently and fairly. Its purpose is to provide clear guidance and reassurance that your concerns will be handled properly. Note that general feedback received through surveys or other mechanisms is not covered by this formal process.

To help you understand what to expect, please refer to the following timeline summary:

• Initial Response: Within 15 working days
• Interim Update: If full resolution takes longer, an interim update will be provided within 15 working days
• Escalation Response: An additional review will be completed within 15 working days if you request escalation
   

Responsibilities

The Chief Operating Officer is responsible for overseeing all formal complaints and ensuring they are investigated, and any agreed recommendations are properly acted upon. They ensure that the organisation maintains high standards of accountability and responsiveness.

The Chief Executive is responsible for ensuring that all escalated complaints are reviewed fairly. They work closely with the Chief Operating Officer and relevant Directors to resolve complex issues.

Directors, Heads of Departments and Venue Managers are responsible for monitoring informal complaints and general feedback and use these to make improvements. 

All staff are responsible for acknowledging and recording any complaints received and managing them according to the procedure set out in this policy.