Compliments and complaints

Get in touch to feedback on your interaction with our services or the wider charity 

Receiving a compliment

We’re always 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 do the following:

  • Share it with relevant members of staff 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, we may also promote the response you’ve provided to encourage other potential service users and supporters to get involved with the Charity. We’ll always ask permission to do this, and responses can be anonymous if preferred. 

Complaints procedure

We work hard to offer high standards of service at all times, but sometimes things can go wrong. If you’re unhappy with a service you have received from us, or with any other aspect of your contact with the Charity, we’d like to hear from you so we can improve and try to make sure your experience is not repeated. The Film and TV Charity 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 so that we can 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
  • To gather information that helps us to improve what we do 

Further information