This Complaints Policy and Procedure outlines the way in which the Artists Futures Fund (AFF/ the Fund) handles complaints made to the Fund.

Introduction

1. Defining a complaint: A complaint is an expression of dissatisfaction about any aspect of our operations, whether actions taken or lack of action, justified or not.

2. We recognise complaints are different from concerns. Where there is doubt, it will be treated as a complaint.

3. We recognise that complaints need to be considered and resolved as quickly and efficiently as possible. We aim to resolve all complaints in a timely and satisfactory manner for everyone’s benefit.

4. We regard complaints as a source of learning and improvement and when responding to a complaint we will acknowledge if things have gone wrong and take proportionate action to put things right whether an apology or changes to services for example.

5. This policy covers all individuals and delivery partner institutions working with or for the Fund in any capacity, trustees and associated personnel whilst engaged with work or visits related to the Fund, including but not limited to the following: consultants, volunteers, contractors, etc. We ask that everyone follows our process and procedures in order to get the best outcome with the least complications.

6. Overall responsibility for this policy and its implementation lies with the Trustees.

7. Our records in respect of complaints received, actions taken and all related communications are kept for three years.

8. If a serious incident takes place, AFF Trustees are required to report what happened to the Charities Commission and explain how it is being managed. An actual or alleged incident must be promptly reported to all the relevant authorities. For further information in this respect: https://www.gov.uk/guidance/how-to-report-a-serious-incident-in-your-charity

The purpose of this policy

An effective complaints management system is a proven way of maintaining and building relationships between the AFF and other individuals or bodies with whom we interact.

Effective handling of complaints demonstrates our commitment to providing the best possible service. It helps us to find out how things have gone wrong, how to put them right and to prevent future recurrences.

We commit to:

• ensuring that everyone is treated equally, regardless of: age, disability, gender, gender reassignment, marital status, race, religion or belief, sex, or sexual orientation;

• providing a fair and easily understood procedure for dealing with complaints ensuring everyone knows how to make a complaint and how a complaint will be handled;

• publicising/making known the existence of a policy, together with relevant contact details and procedural guides, and ensuring that all who are responsible for the AFF’s affairs understand what needs to be done should a complaint occur;

• ensuring that complaints are dealt with consistently, fairly and sensitively within clear time frames and every effort is made to resolve matters satisfactorily for all parties;

• ensure that complaints are monitored to improve our services through being used as a source of information for future reference and improvements in process, where appropriate.

Confidentiality

All complaint information will be handled sensitively and confidentially, i.e. telling only those who need to know, and with due regard to data protection requirements.

Complaints Procedure

At Artists Futures Fund, we take complaints seriously and are committed to handling them promptly, fairly, and with transparency. If you have a concern or would like to make a formal complaint, please follow the procedure below.

Please note: all formal complaints should be sent in writing. This enables a clear and accurate record in your own words.

Step 1: Address your communication to the Operations Manager who will respond to your complaint within ten working days.

Step 2: If you remain dissatisfied with our response to your complaint, let us know so that we can refer the matter to our Director.

Step 3: In the event that you continue to remain dissatisfied with our response to your complaint, please let us know so that we can refer the matter to our Board of Directors, who will investigate the matter further.

How to contact us

If you would like to make a formal complaint, please write to The Operations Manager at:

The Operations Manager
Artists Futures Fund
PO Box 1033
Altrincham
WA15 9WR
Phone: 07950 111012
Email: info@artistsfuturesfund.org

You can also contact AFF by phone or email using the details above to discuss a matter; however, formal complaints must be sent in writing.

What You Can Expect

When you make a complaint, you will be informed:

• That we have a formal procedure in place

• What steps will be taken to address your complaint

• The timeframe in which you can expect a response