Clacton Arts Centre

Our Commitment

At Clacton Arts Centre, we want everyone to have a positive experience, whether visiting our gallery, attending an event, taking part in a workshop or working with us.

We recognise that occasionally things may go wrong. When they do, we welcome the opportunity to put things right, learn from the experience and improve what we do.

We are committed to treating all complaints seriously, fairly and respectfully.

What Is a Complaint?

A complaint is any expression of dissatisfaction about an aspect of Clacton Arts Centre, its activities, events, facilities or the people working on its behalf.

Anyone who interacts with Clacton Arts Centre is welcome to raise a concern or make a complaint.

How to Make a Complaint

Complaints can be made in person, verbally or in writing.

For written complaints, please email:

chair@clactonartscentre.org

You can also speak to a member of our team at Clacton Art Gallery and Studio.

Overall responsibility for handling complaints rests with Adrian Goody, Chair of Clacton Arts Centre.

How We Handle Complaints

We aim to resolve complaints as quickly and fairly as possible.

When we receive a complaint, we will:

1. Listen carefully and make a record of the concerns raised.

2. Collect any relevant information needed to understand the complaint.

3. Acknowledge the complaint within seven days, providing details of who is dealing with it.

4. Investigate the matter fairly, giving everyone involved an opportunity to explain their position.

5. Aim to provide a full response within seven days wherever possible.

Some complaints may require more time to investigate. If this happens, we will explain the delay and provide an indication of when a response can be expected.

Our response will explain the outcome of the investigation and, where appropriate, any action we intend to take.

If You Are Unhappy With Our Response

If you are dissatisfied with the outcome, you may ask for your complaint to be reviewed.

Where possible, this review will be carried out by another member of the Clacton Arts Centre committee who was not involved in the original investigation.

We will aim to complete the review within 14 days, or explain if additional time is required.

Confidentiality

All complaints will be handled sensitively and confidentially.

Information will only be shared with those who need it to investigate and resolve the matter, or where disclosure is required by law.

We will handle personal information in accordance with applicable data protection legislation.

Learning and Improvement

We believe complaints can help us improve.

Where appropriate, we will use feedback and the lessons learned from complaints to review our activities, procedures and services.

Our aim is always to resolve concerns fairly, maintain positive relationships and make Clacton Arts Centre a welcoming place for everyone.

 

Policy date: 1 October 2026
Next review: 1 October 2027

Approved by: Clacton Arts Centre Committee