Complaints Procedure

If you have a complaint about our organisation we want to hear about it and we will do our best to put it right.

Our Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively;
  • To ensure that all complaints are handled in a consistent manner throughout;
  • To use complaints constructively in the planning and improvement of all services.
How to complain

W11 Opera would like to sort out any complaint as soon as possible.

Many complaints can be resolved informally. Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

The first step should be to contact the Catriona Sutherland Hawes, the Trustee responsible for Child Protection and Policies.  In the event that the complaint cannot be resolved, the Chairman will be contacted.

What Happens Next?

You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.  This is likely to be one of the Trustees of the organisation. 

You will receive a full response to your complaint within 28 working days of its receipt.

Can you have someone with you when your complaint is discussed?

If a meeting is arranged to discuss the complaint you can have someone with you at that time.  There would be two representatives of W11 Opera at any such meeting.

APRIL 2017
DATE OF NEXT REVIEW – APRIL 2018