Dealing with complaints can be stressful and unpleasant, but handling them promptly and thoroughly – with the aid of a clear complaints procedure – can make the process much more straightforward. Creating a procedure that’s right for your group doesn’t have to be difficult or time-consuming, and could well save you a great deal of time and effort in the long run. With the right approach, a complaint can even strengthen your voluntary arts group, and provide important feedback.

This Briefing explains the importance of setting up a complaints procedure, explores the best way to handle complaints and looks at how your voluntary arts group could use a robust complaint procedure to help improve your reputation.

This resource explains: 

• Why it's important to have a complaints procedure 
• Creating a complaints procedure 
• Publicising your complaints procedure 
• Handling a complaint
• Resolving a complaint
• How to support those involved

Download Briefing 155: Handling Complaints