WYA Complaints Policy
Windmill Young Actors values all feedback and takes complaints very seriously. As stated on Windmill Young Actors’s website, members of the public are encouraged to contact us with any complaints, suggestions or praise.
All comments and suggestions received by Windmill Young Actors (verbally in person with our staff, by email, telephone and letter) are logged and monitored as part of Windmill Young Actors’s ongoing efforts to improve our participants’ experience.
Windmill Young Actors views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
If a member of the public is dissatisfied with any aspect of their experience with Windmill Young Actors; a response they have received to correspondence with Windmill Young Actors, or the conduct of a particular member of Windmill Young Actors staff (for example a failure by a member of staff to adhere to Windmill Young Actors policy), a formal complaint may be made by contacting Windmill Young Actors using the means listed above.
Complaints should be made by emailing firstname.lastname@example.org with ‘Complaint’ in the email heading; or by letter addressed to:
Windmill Young Actors
℅ Brighton Youth Centre
64 Edward St
Windmill Young Actors endeavours to respond to all complaints (where contact details are given, and responses requested) within thirty working days of receipt (if Windmill Young Actors needs longer to provide a full response, a member of Windmill Young Actors staff will contact the correspondent to advise when a reply can be expected).
If a correspondent feels that a complaint has not been addressed appropriately, they should first raise their concerns with the Company Manager, Sarah Perryman.
If a correspondent is still not satisfied, they may request that their complaint be reviewed by a more senior member of staff, who will usually be the relevant Project or Club Manager. If the matter is not resolved at this level, a correspondent may request that their complaint be referred to the Director.
Complaints must be made no more than six months after the grounds upon which a complaint is based first arose (this period may be extended for good reason at the discretion of the Director).
Windmill Young Actors is not bound to respond to complaints which it deems repetitive, i.e., repeated complaints of a similar nature from the same individual or group of individuals, which it believes have been answered fully in the past.
Windmill Young Actors are not bound to respond to complaints which are believed to be vexatious or frivolous, i.e., which are not a genuine endeavour to seek redress but are aimed at disrupting the business of Windmill Young Actors or harassing Windmill Young Actors staff.
Circumstances and mechanism for referral to the Board of Trustees of Windmill Young Actors
If a correspondent feels that a complaint which has been escalated through Windmill Young Actors’s Management to the Director has not been addressed appropriately, the correspondent may request that the matter be referred to the Board of Trustees of Windmill Young Actors.
The complaint will then be taken to the next meeting of the Board of Trustees of Windmill Young Actors.
Trustees will be nominated to investigate the complaint, and to report on any actions required. The results of any such investigations will be shared with the Board of Trustees of Windmill Young Actors, and with the correspondent at the earliest opportunity.
Freedom of Information
Complaints about the handling of Freedom of Information requests are subject to the appeals and complaints procedure as outlined under the terms of the Freedom of Information Act. If a correspondent feels that a Freedom of Information request has not been addressed appropriately, the correspondent should, in the first instance, seek an internal review of the decision received. Requests for internal review should be submitted in writing to the Company Manager, by email (email@example.com) or letter: Windmill Young Actors, ℅ Brighton Youth Centre, 64 Edward St, BN2 0SR, Brighton