1.0 Who can make a complaint? Any person, including members of the public, may make a complaint to Art of Protest about any provision of facilities or services that we provide. 2.0 The difference between a concern and a complaintA concern may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.A complaint may be defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.If a complaint raises issues about staff capability, staff discipline or child protection, then action must be taken under safeguarding procedures, and they should take precedence.It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure. Art of Protest takes concerns seriously and will make every effort to resolve the matter as quickly as possible.3.0 What are the principles of our procedure:Informal resolution - if possible, complaints should be resolved through informal discussion and negotiation.The procedure should be easy to understand and to use - the language will be simple and can be made available in different languages and formats where necessary.All complaints should be dealt with impartially and subject to the need to investigate the matter fully, in confidence.Time limits - complaints should be dealt with within clear time limits and everyone will be kept fully informed.Support – complainants and staff subject to complaint can supported by a friend or adviser.4.0 How to complain?If you are unhappy with the service you have received or feel that you have been unfairly treated, please tell us and we will try to sort out the problem.A concern or complaint can be made in person, in writing or by telephone. They may also be made by a third party acting on behalf on a complainant, as long as they have appropriate consent to do so.Concerns should be raised with either the staff member or the Creative Director. If the issue remains unresolved, the next step is to make a formal complaint.In the first instance you should direct your complaint to the service you want to complain about. Staff will work to ensure complaints are responded to quickly and resolved at this stage wherever possible.When you contact us we will need to know what has happened, how it has affected you and what you think should be done to put things right. Art of Protest adhere to the following procedure:1. Informal ResolutionStep 1: Raise the issue informally with the staff member involved. Often, issues can be resolved quickly through open communication.Step 2: If the issue is not resolved, speak to the Creative Director. They will listen to your concerns and attempt to resolve the matter promptly.2. Formal ResolutionStep 3: If the issue remains unresolved, submit a formal complaint in writing to the Designated Safeguarding Lead. Include details of the complaint, any previous attempts at resolution, and your desired outcome.Step 4: Designated Safeguarding Lead will acknowledge receipt of your complaint within 5 working days and will investigate the matter. This may involve speaking to staff, reviewing records, and gathering additional information.Step 5: Within 15 working days, the Designated Safeguarding Lead will provide a written response outlining the findings and any actions to be taken.3. Appeal ProcessStep 6: If you are not satisfied with the outcome, you may appeal in writing to the Executive Trustee. Include reasons for the appeal and any supporting documentation.Step 7: The Executive Trustee will review the appeal and respond within 20 working days. Their decision will be final.4. External ResolutionStep 8: If the complaint is still unresolved, you may contact an external body.5.0 How to make an effective complaintThese are our top tips on making an effective complaint. Appendix 1 outlines a form.5.1 Don't delayThe sooner you raise a concern with us the better. We may be able to solve the problem quickly with little impact on you. If a full investigation is required access to information and the people involved will be much easier, meaning that the investigation will be much more effective.You must raise the complaint within three months of the incident or, where a series of associated incidents have occurred, within three months of the last of these incidents. We will consider complaints made outside of this time frame if exceptional circumstances apply.5.2 Make checksMake sure you are complaining to the right organisation and that complaints is the right procedure to follow.5.3 Provide all the relevant informationTo carry out a thorough and effective investigation, we need to know as much as possible about the situation, though only information that is relevant to the case. Please let us know:which service is involvedthe names of the people involvedwhat has happenedwhen it happenedwhere it happenedhow it has affected youwhat you would like us to do to put it rightyour contact detailsif you have contacted us about this before - for example who you contacted, when, if you got a response.5.4 Be clear and briefCover all the relevant points, but please be as brief as you can - lengthy documents can slow down the process. Use numbered lists and headings to highlight the important issues and only tell us what is actually relevant to your case. If we think we need more information to consider your complaint fully we will contact you to let you know.5.5 Provide evidence if relevantIf you have documents that may help us look into the matter, please send them to us. You can send a scanned copy by email if you prefer and if you want us to return hard copy documents we will do so - please let us know when you send them in. If you do send us items through the post please make sure you keep a copy.5.6 If it is a complex issue put it in writingIt is helpful if you could put your complaint in writing to us, particularly if it is a complex matter. If you don't feel comfortable doing this, you could ask a relative, friend, advocate or an organisation like Citizen's Advice to help you.5.7 Key contactsInformal complaints should be made to the staff member or Creative Director Jeff Clark jeff.aopprojects@gmail.com Formal complaints should be made to the Designated Safeguarding Lead - Gemma Waygood gemma.aopprojects@gmail.com‍6.0 Resolving complaintsAt each stage in the procedure, Art of Protest wants to resolve the complaint. If appropriate, we will acknowledge that the complaint is upheld in whole or in part. In addition, we may offer one or more of the following:an explanationan admission that the situation could have been handled differently or betteran assurance that we will try to ensure the event complained of will not recuran explanation of the steps that have been or will be taken to help ensure that it will not happen again and an indication of the timescales within which any changes will be madean undertaking to review school policies in light of the complaintan apology.6. ConfidentialityAll complaints will be handled confidentially, and information will only be shared with those directly involved in the resolution process.If a complaint raises issues about staff discipline, conduct or capability then safer recruitment and safeguarding procedures apply and take precedence over the complaints procedures.7. Monitoring and ReviewThe Creative Director will keep a record of all complaints and their outcomes. This procedure will be reviewed annually to ensure its effectiveness.Most recent ratification dateDate policy shared with staffProcess for confirming that staff have read and understood this policySeptember 2024 List below the procedures that you have in place to ensure that all staff have read and understood:·  Staff signatures collected – stored in safeguarding training folder.·  Staff training delivered on October 2024 training day – attendance register stored in safeguarding training folder.·  Policy included with induction checklist for new staff – checklist stored in safeguarding training folderThis policy will be due for review in September 2027 but may be reviewed sooner if there are changes to government legislation or commissioners practice and proceduresI confirm that I have been made fully aware of, and understand the contents of, the complaints procedurePlease complete the details below and return this completed form to Gemma Waygood Name :  _____________________                                              Signature:  _____________________Date:                   _____________________APPENDIX 1 - Complaints form Your name What service does your complaint or concern relate to?Your contacts details including phone and emailPlease provide details of your complaint, including whether you have spoken to anybody at Art of Protest about it and whether any steps have already been taken to resolve the complaint.What actions do you feel might resolve the problem at this stage?Are you attaching any paperwork? If so, please give details.Signature and date            …………………………………