Compliments and Complaints

Compliments procedure

We’re pleased to receive unsolicited compliments from people who use our services or otherwise interact with our organisation. These may come in as emails, telephone calls, letters and cards or posts on our social media channels. When we get a compliment we:

• Share it with relevant staff members, so that they receive feedback
• Consider what it was that prompted the positive feedback, so that we can keep doing it
• Keep track of all compliments received so that we can report these to the Board of Trustees
• If you’re willing, publicly but anonymously, promote the response you have provided to encourage other potential service users and supporters to get involved with the charity.

Complaints procedure

We work hard to offer high standards of service at all times, but sometimes things go wrong. If you’re unhappy with a service you have received from us or any other aspect of your contact with the charity, we would like to hear from you so that we can improve and try to make sure your experience is not repeated.  The Film and TV Charity view 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 in order to build and maintain effective relationships with our clients, supporters and other stakeholders.

Our policy is:

• to provide a fair complaints procedure that’s clear and easy to use for anyone wishing to make a complaint;
• to publicise the existence of our complaints policy and procedure so that people know how to contact us to make a complaint;
• to make sure everyone at The Film and TV Charity knows what to do if a complaint is received;
• to make sure all complaints are investigated fairly and in a timely way;
• to make sure that complaints are, wherever possible, resolved and that relationships are repaired; and
• to gather information that helps us to improve what we do

 Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the charity, its people or its work. This might include:

• The Film and TV Support Line
• The application and decision making processes of any of our grants or programmes
• A fundraising or other event
• A campaign

 Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

How do I raise a concern?

If something has gone wrong, we would like to, if possible, sort it out straightaway.  In the first instance, please discuss your concerns informally with the person involved whether this is your work and wellbeing advisor or a member of our fundraising or events team. Alternatively, ask to speak to a manager for an informal discussion.

If this isn’t appropriate or doesn’t resolve the issue, and you would like to make a formal complaint, you can do so in any of the following ways:

• By emailing us
• By writing to us at:

Complaints
The Film and TV Charity
22 Golden Square
London
W1F 9AD

Is there a time limit for making a complaint?

It’s best to tell us as soon as possible and within 12 months of your concern. Complaints received outside of these timescales may still be investigated if there’s a reason the complaint could not be made earlier and only if it’s still possible to investigate what happened.

Will my support from the charity be affected if I complain about your services?

No. If you make a complaint this won’t affect your relationship with the charity in any way and certainly won’t impact on any decisions about support offered to you. Any information you give will be treated in confidence and with sensitivity. Information about your complaint will be kept separate from any other records.

What will happen when I make a formal complaint?

We will acknowledge your complaint within 2 working days from the date we receive it. Your complaint will be passed to the relevant manager or department head and, where possible, they will discuss your complaint with you to understand what has happened. They will also talk to you about:

• how long it’ll take to investigate your complaint
• what you would like to see happen as a result of your complaint
• the way in which your complaint will be investigated
• how you would like to receive your response – for example, by telephone or letter
• what will happen next including how we will record your complaint

What if I’m not satisfied with your response to my complaint?

If you’re unhappy with our response to your complaint, you or a representative can ask for the complaint to be escalated to the CEO.

The CEO will reply within 10 working days of receiving your complaint. If it will take longer than this, we’ll write to explain why. We will not ask you to wait any longer than a maximum of 20 working days (four weeks).

If you’re unsatisfied with our CEO’s response, you can contact the Chair of the Trustees (at the address above). The chair (or in their absence the vice-chair) will investigate and respond within 3 weeks.

Alternatively you can contact the Charity Commission for further advice: Tel: 0300 066 9197