Complaints Policy

This policy outlines the procedures for handling complaints related to the West Oxfordshire Performing Arts Foundation (WOXPAF) and the Oxfordshire Festival of Speech, Drama & Musical Theatre (OFSDMT). We are committed to ensuring that all complaints are dealt with fairly, promptly, and transparently.

1. SCOPE

This policy applies to all participants, volunteers, staff, adjudicators, trustees, and members of the public who engage with WOXPAF or OFSDMT.

2. INFORMAL COMPLAINTS

We encourage individuals to raise concerns informally in the first instance. Informal complaints may be resolved through direct communication with the relevant person or team. Where appropriate, a verbal resolution or clarification may be sufficient.

Informal complaints should be raised within 14 days of the incident or concern.

3. FORMAL COMPLAINTS

If the issue cannot be resolved informally, a formal complaint may be submitted in writing to the Chair or designated Complaints Officer. Formal complaints should include the complainant’s name, contact details, a description of the issue, and any relevant evidence.

4. TIMELINES

• Acknowledgement of receipt: within 5 working days
• Initial review and response: within 15 working days
• Further investigation (if required): within 30 working days
• Final decision and outcome: within 45 working days

5. ROLES AND RESPONSIBILITIES

• Chair: Oversees the complaints process and ensures compliance with policy.
• Complaints Officer (if appointed): Manages the investigation and communication.
• Trustees: May be consulted for serious or escalated complaints.

6. ESCALATION PROCEDURES

If the complainant is dissatisfied with the outcome, they may request a review by the Board of Trustees. In cases involving legal or safeguarding concerns, the matter may be referred to external authorities or regulators.

7. RECORD-KEEPING

All formal complaints and their outcomes will be documented and retained securely for a minimum of three years. Records will be accessible only to authorised personnel.

8. ACCESSIBILITY CONSIDERATIONS

WOXPAF and OFSDMT are committed to ensuring that the complaints process is accessible to all. Alternative formats (e.g. large print, audio) and support (e.g. assistance with writing) will be provided upon request.

9. POLICY REVIEW

This policy will be reviewed annually by the Board of Trustees to ensure it remains effective and compliant with best practices.

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