Complaints & feedback.

1. Purpose

The Festival welcomes feedback and aims to resolve concerns fairly, sensitively and promptly. A complaint is any expression of dissatisfaction about the Festival's administration, conduct, accessibility, services or application of its rules where a response is expected.

• Complaints are handled impartially and only shared with people who need the information.
• A person will not be disadvantaged for raising a genuine concern in good faith.
• The Festival will make reasonable adjustments to the complaints process.
• The process is intended to resolve complaints and improve the Festival. It is not a legal or safeguarding investigation.

2. Matters outside this procedure

• Safeguarding concerns follow the Safeguarding Policy and may be referred immediately to statutory agencies or BIFF.
• Requests about personal information and privacy complaints are handled under the Privacy Notice and may also be considered under this procedure where appropriate.
• The adjudicator's artistic judgement, marks, placings and awards are final and cannot be appealed. A complaint may concern an adjudicator's conduct, professional standards or procedure.
• Criminal conduct, immediate danger or emergencies should be reported to the police or emergency services.

3. Raising a concern informally

• Raise an operational concern promptly with a Festival Officer or the ticket desk so it can be addressed at the time where possible.
• If the issue cannot be resolved, email contactus@donvalleyfestival.org.uk.
• Explain what happened, when and where it occurred, who was involved, what action has already been taken and what outcome is sought.

4. Formal complaint

• A formal complaint should normally be made in writing within eight weeks of the matter. The Festival may accept a later complaint where there is a good reason for delay.
• The Festival will acknowledge the complaint within three working days.
• The Chair will appoint a person with no material involvement to investigate. They may ask for documents, speak to relevant people and give the respondent a fair opportunity to comment.
• The Festival aims to provide a written outcome within 20 working days. If more time is needed, it will explain why and give a revised date.
• The response will summarise the issues considered, findings, reasons, any action and the review route. Confidential information about another person may be withheld.

5. Complaints about the Chair

A complaint about the Chair is handled by the Vice-Chair or another uninvolved trustee. The Chair will not select the investigator, take part in the decision or receive confidential material beyond what is required to respond fairly.

6. Adjudicator complaints and BIFF

• The complaint should first be sent to the Festival, which will address any immediate issue and preserve relevant information.
• The Festival may seek an initial response from the adjudicator but will not attempt to overturn an artistic decision.
• An unresolved complaint about conduct, professional standards or procedure may be forwarded to the British and International Federation of Festivals under its Complaints Policy and Procedure and relevant Adjudicator Code of Practice.
• The Festival will tell the complainant before sharing personal information with BIFF, unless disclosure is required for safeguarding or legal reasons.
• BIFF's decision under its own procedure is separate from the Festival's local review and is governed by BIFF's current published or member documentation.

7. Review

• A complainant who remains dissatisfied may request a review within 20 working days of the outcome. The request must identify a material factual error, procedural unfairness, relevant evidence not reasonably considered, or a clearly unreasonable conclusion.
• Two uninvolved committee members or trustees will conduct the review. They may obtain independent advice where appropriate.
• The reviewers aim to respond within 20 working days. They may uphold, vary or overturn the outcome, require further investigation or recommend action.
• The review decision is the Festival's final decision. It does not prevent a person contacting a regulator, statutory agency or court where they are entitled to do so.

8. Fairness, behaviour and repeated complaints

• Anonymous complaints will be considered where enough information is available, although investigation and feedback may be limited.
• Complainants and respondents should behave respectfully. Abusive, threatening or discriminatory communications may be restricted, but any underlying safeguarding or serious issue will still be considered.
• Where a complaint repeats matters already concluded and provides no material new information, the Chair may confirm that correspondence is closed.
• Conflicts of interest must be declared. A person with material involvement must not decide the complaint or review.

9. Records and learning

Complaint records are held securely for six years after closure, or longer where required by safeguarding, insurance or legal action. The Committee reviews themes and actions without unnecessary personal detail and records improvements.

10. Contact

Email: contactus@donvalleyfestival.org.uk

BIFF Complaints Policy and Procedure: View source ↗