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NAPA Complaints Procedure

Complaints Procedure
A guide to making a complaint at NAPA

This policy will be reviewed on an ongoing basis, at least once a year. NAPA will amend this policy, following consultation, where appropriate.

Date of last review: 02/04/2021

Contents
Introduction
Making a verbal complaint
Making a written complaint

Introduction
NAPA aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the charity.

Making a verbal complaint
If you are unhappy about anything at NAPA, please speak to the relevant staff member, manager or the Chief Executive.

If you are unhappy with an individual at NAPA sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate, then speak to the Chief Executive. In many cases we will be able to give you a response straight away. When the matter is more complicated, we will give you at least an initial response within five working days.

Making a written complaint
If you are not satisfied with our response or wish to raise the matter more formally, please write to the Chief Executive at the following address:

Carl Wheatley
Northern Academy of Performing Arts
50 Anlaby Road
Hull
HU1 2PD
Or email: carl.wheatley@northernacademy.org.uk

If your complaint is about the Chief Executive, please write to the Chairman of the board of trustees:

Peter Duffield
Chair of Trustees
Northern Academy of Performing Arts
50 Anlaby Road
Hull
HU1 2PD
Or email: peter@duffield87.karoo.co.uk

All written complaints will be logged. You will receive a written acknowledgement within five working days.

The aim is to investigate your complaint properly and give you a reply within one month, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair (above) who will report the matter to the next meeting of the Trustees, which will decide on any further steps to resolve the situation.

External Stage:
As NAPA is a registered charity, you can complain to the Charity Commission at any stage. Information about the kind of complaints the Charity Commission can involve itself in can be found on their website at: https://www.gov.uk/complain-about-charity. The Charity Commission will only get involved with serious complaints including a charity losing lots of money, being used for personal gain or being involved in illegal activity.