This policy relates to anyone who has been a beneficiary or client of or an applicant to any Creative Kernow service (for example FEAST, Carn to Cove or Cultivator). It also applies to beneficiaries of services or activities delivered by our three subsidiary companies, Cornwall Arts Marketing Ltd, Krowji Ltd and Screen Cornwall Ltd.
Stage 1 – Informal Resolution
Many concerns can be dealt with satisfactorily by project staff without the need to resort to a formal procedure and so the complainant should, in the first instance, be asked to talk to the appropriate Project Director or Manager about the complaint. This could be on the telephone, by email, by letter or in a face-to-face meeting.
There is no suggested time-scale for resolution at this stage, given the importance of dialogue through informal discussion, although it would be expected that most issues would be resolved within 10 working days. Should this informal stage require more time then the Project Director or Manager will inform the complainant of this in writing as soon as this is known.
Should these discussions appear unlikely to resolve matters, then the complainant may initiate a move to the next stage (Stage 2 below) of the procedure. A copy of this complaints policy will be forwarded to the complainant at this stage if it has not been provided as part of Stage 1.
Stage 2 – Formal Written Complaints
The complainant should set out the precise nature of the complaint in writing and send this to the Creative Kernow CEO. The complainant should keep a copy of this and all other relevant correspondence.
Should a complaint be about a general matter, the Creative Kernow CEO may be able to respond immediately, e.g., if it only requires an explanation of company policy. For complaints that relate to specific actions or events, there is likely to be a need for further investigation in order to clarify the facts. The Creative Kernow CEO will normally undertake this investigation.
However, if in the early stages of the investigation, the Creative Kernow CEO considers that the complaint is best dealt with at Stage 3, it will be passed to the chair of the Creative Kernow Board and the complainant informed of this action without delay.
Should the Creative Kernow CEO or a Trustee be the subject of a complaint, these will be dealt with under Stage 3 below. The complainant should send the form directly to the chair of Trustees c/o the Creative Kernow administrator marking the envelope ‘private and confidential’.
Should the chair of Trustees be the subject of a complaint, the complainant should send the form directly to the vice-chair of trustees c/o the Creative Kernow administrator marking the envelope ‘private and confidential’.
All formal complaints will be acknowledged within 5 working days of receipt.
Investigations at this stage should normally be completed within 20 working days of receipt of the complaint, unless there are circumstances that require a longer investigatory period. The complainant will be informed in writing should more time be required.
The Creative Kernow CEO will aim to send a formal written response within 5 working days of the completion of the investigation. This gives a target of five working weeks for the completion of this stage of the procedure.
Following the stage 2 investigation, the Creative Kernow CEO will decide on one of two outcomes:
Recommend that appropriate remedial action necessary to resolve the complaint be undertaken, or
Confirm that all internal investigative measures have been exhausted and uphold the original informal response if this had occurred.
The complainant may take the complaint further if they are unhappy with the Stage 2 outcome by giving notice of their intention within 10 working days of their receipt of the formal outcome. This notice should be made in writing to the chair of Trustees c/o the Creative Kernow administrator marking the envelope ‘private and confidential’.
Stage 3 – Creative Kernow Trustees
Where the Creative Kernow CEO is unable to resolve a complaint to the satisfaction of the complainant or where there is a complaint against the Creative Kernow CEO or a Trustee, the complainant should write to the chair of Trustees c/o the Creative Kernow administrator marking the envelope ‘private and confidential’ including copies of all relevant documents.
Should the chair of Trustees be the subject of a complaint, the complainant should send the form directly to the vice-chair of Trustees c/o the Creative Kernow administrator marking the envelope ‘private and confidential’.
A panel of three Trustees must be convened by the chair (or vice-chair) of Trustees to investigate the complaint.
All formal complaints will be acknowledged within 5 working days of receipt.
Investigations at this stage should normally be completed within 20 working days of receipt of the complaint, unless there are circumstances that require a longer investigatory period. The complainant will be informed in writing should more time be required.
The panel of Trustees will aim to send a formal written response within 5 working days of the completion of the investigation.
This gives a target of 5 working weeks for the completion of this stage of the procedure.
Following the stage 3 investigation, the panel will decide on one of two outcomes:-
Recommend that appropriate remedial action necessary to resolve the complaint be undertaken, or
Confirm that all internal investigative measures have been exhausted and uphold the original response.