Complaints Policy

How to make a complaint

 

We welcome feedback in every form, including complaints. If something we’ve done or said hasn’t gone right for you, we want to know — quickly, and directly. This page tells you how to raise a complaint with us and what happens next.

What we cover

You can raise a complaint with us about anything that concerns our work as New Brighton Creative Futures CIC. That includes:

  • A mural or piece of public art we’ve commissioned or supported — its content, its location, or its ongoing condition

  • An event, walking tour, workshop or programme we’ve delivered

  • The behaviour of a director, member of our team, volunteer, artist or contractor working on our behalf

  • How we’ve used a grant or a donation

  • How we’ve handled your personal information

If your concern is about something we don’t cover, we’ll say so and, where we can, point you toward the right place to raise it.

How to raise a complaint

Three ways, whichever suits you:

  • Fill in the form below — quickest, and it goes straight to our Chair.

  • Email us at info@hellonewbrighton.com with Complaint in the subject line.

  • Post a letter to: New Brighton Creative Futures CIC, 259 Wallasey Village, Wallasey, CH45 3LR.

You can raise a complaint anonymously. If you do, we’ll investigate what we can, but we won’t be able to give you an outcome.

What we’ll do

  • Within five working days of receiving your complaint, we’ll acknowledge it.

  • Within twenty working days of that acknowledgement, we’ll give you our substantive response.

  • If the matter is more complex and needs a formal investigation, we’ll write to tell you and give you a new timeframe.

If you’re not happy with our response, you can ask for the full board to review it. That review takes up to thirty working days.

If we still can’t put it right

If we’ve been through our process and you’re still not satisfied, you have external routes depending on what your complaint is about:

  • About New Brighton Creative Futures as a CIC: the Office of the Regulator of Community Interest Companies (ORCIC) — www.gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies.

  • About how we’ve handled your personal data: the Information Commissioner’s Office (ICO) — www.ico.org.uk. Our ICO registration is ZB968176.

  • About a specific grant we’ve received: we’ll point you to the funder’s own complaints route.

Complaint form