Complaints Procedure

Introduction

PAN is committed to delivering a quality service at all times. However we do accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you receive from us we would like to hear from you.

Equally, if you are pleased with the services delivered, or have a suggestion on how we might improve our services, do let us know.

We need to know the exact nature of your complaint. Please provide as much information as possible about the service provided, the individuals involved and why you felt the service we offered did not meet your expectations.

How to lodge a complaint

You can make your complaint in whatever form is most convenient to you. You can telephone and speak to the Administrator (who works part-time; if there is no reply please leave a message including a contact telephone number).

Alternatively you can write to or email the Administrator at:

Promoters Arts Network, Suite 4:2, Ballantyne House, 84 Academy Street
Inverness IV1 1LU Tel: 01463 720882
Email: info@panpromoters.co.uk

If you telephone us, the complaint will be logged. Whoever takes your call will attempt to resolve the issue for you. If you are not satisfied with the response you receive at this stage you can submit a formal complaint in writing.

If your complaint is in writing (including email) we will acknowledge it by return and pass it to the appropriate person for action. If your complaint cannot be resolved by the person initially dealing with it, it will be directed to the board.

It is our intention that complaints will be responded to within seven working days. If a full response cannot be given within seven working days (e.g. when a matter is very complex or where we have to consult a third party on the matter) you will be informed of the progress being made with your complaint.

The Chair accepts full responsibility for effective complaints handling.

In all cases we will treat your correspondence in strict confidence, with fairness and objectivity.

What to do if you are still unhappy

If you feel your complaint has not been satisfactorily dealt with you have the option to put your concerns directly, in writing, to the Chair

Jennie Macfie, Chair, Promoters Arts Network, Suite 4:2, Ballantyne House, 84 Academy Street, Inverness IV1 1LU

The Chair will reply to you within 10 working days of receipt of your letter.

If you are not content with the outcome you may raise your complaint with the full Board by writing directly to:

The Directors. Promoters Arts Network, c/o Innes & Mackay, Kintail House, Beechwood Business Park, Inverness IV2 3BW

or by sending an email to the Board.

The matter will then be raised at the next full Board meeting and you will be informed of the outcome within 10 working days of that meeting.

If you are not content with the outcome, we will contact you to arrange a meeting with a mediator from another organisation.

Third Party Complaints

If you wish to complain about the service you have received from an individual or organisation member of PAN you should, in the first instance, raise the matter directly with the individual or organisation concerned. PAN has no remit to resolve any such complaints on your behalf. Nevertheless, if you write to us we will forward any such complaints directly to the relevant individual or organisation for resolution. You will need to provide details of the venue, date and the reasons for your complaint. We will forward your complaint, together with a covering letter, to the body concerned within seven working days. We will copy you on all correspondence to and from the third party relating to your complaint.

And finally…..

PAN takes every complaint and suggestion seriously. We record the complaints received and the subsequent actions taken. The number of complaints, their nature and the speed with which they are dealt with are all monitored. Progress on our handling of complaints is reported regularly to our full Board.