1. Purpose
This policy sets out how the Lichfield Festival of Music will handle complaints in a fair, timely, and consistent manner. We are committed to maintaining high standards and treating all concerns seriously and respectfully.
2. Scope
This policy applies to complaints from members of the public, participants, volunteers, adjudicators, or any other stakeholders. It covers issues related to behaviour, decisions, service quality, or the running of the Festival.
3. Principles
- All complaints will be taken seriously and handled fairly.
- We will aim to resolve issues quickly and informally where possible.
- Complaints will be dealt with confidentially and without discrimination.
- We will learn from complaints to improve future festivals.
4. How to Make a Complaint
- Complaints should be submitted at the Festival or in writing by email or letter within 48 hours of the issue arising.
- The complaint should clearly state what happened, who was involved, and what outcome is being sought.
- Anonymous complaints will be considered if there is enough detail to investigate.
5. Process for Handling Complaints
Step 1 – Acknowledgement: We will acknowledge receipt of the complaint within 5 working days.
Step 2 – Review: A member of the Festival Committee (not involved in the issue) will investigate and may contact those involved. This process will be completed within 21 days where possible.
Step 3 – Response: A written response will be sent explaining the outcome and any actions taken. If the complainant is not satisfied, they may request a further review by the Chair or nominated representative.
6. Outcomes
Depending on the nature of the complaint, outcomes may include:
- An explanation or apology
- Review of a process or decision
- Additional training or guidance
- A change in practice or policy
7. Record Keeping
A log of complaints, actions taken, and outcomes will be maintained by the Festival Committee. This will help identify any patterns or areas for improvement.
8. Unreasonable or Malicious Complaints
Complaints made in bad faith, or which are abusive or persistently unreasonable, may be dismissed at the discretion of the Festival Committee. Any such decision will be documented and reviewed by the Chair.
Last updated: April 2025
Lichfield Festival of Music 