Compliments, Suggestions, Concerns & Complaints Policy

Last updated: August 13, 2019

Review date: August 13, 2020

Please read this Policy Procedure (“Policy”) carefully.  The website (the “Service”) is operated by Visioning You Visioning Me (“us”, “we”, or “our”). 

Our Commitment
Visioning You Visioning Me is a social enterprise dedicated to offering a service that supports participants to have an experiential experience of immersive creativity.

If compliments, suggestions, concerns, or complaints arise about the service delivered or the conduct of the facilitator, volunteers or support staff, they can be addressed through the following policy with the goal of resolving them fully and promptly.

Definition – What is a Complaint?
We welcome compliments, comments, and suggestions about our service.  If comments are critical, they will be received and responded to in a polite and constructive manner.  These would not usually be considered as a complaint, unless the person making the comment or suggestion indicates that they wish it to be treated as such. 
Where a suggestion is made, or where the comment may be especially critical or a concern raised, this will be discussed to help to determine whether it is a complaint.

A complaint is an expression of dissatisfaction, either written or spoken and can be made by an individual or a group.  People may wish to complain if they are not satisfied with the way, they have been treated or with the service, they have received from us.

Most straightforward complaints will be addressed immediately in conversation, by email, or by using social media at the time at which the complaint is made, wherever appropriate using the same medium of communication as used by the complainant.

It is important to bear in mind that the seriousness of a complaint will be specific to the individual, and all complaints will be treated by us, as requiring a resolution.

The policy covers compliments, suggestions, concerns, or complaints regarding
a. the standard of the service that we provide
b. the behaviour of our facilitators, volunteers and support staff

The policy does not cover:
a.  anonymous, persistent or vexatious complaints

Handling critical comments, concerns, and complaints:
a. We recognise that compliments and complaints are an important part of customer feedback
b. The procedure is fair to all who use the service, complainants and staff
c. The procedure is accessible to all regardless of age, disability, gender, ethnicity, belief or sexual orientation
d. Complainants are treated with respect, courtesy and fairness;
e. Comments, concerns or complaints are held as confidential, in accordance with the Data Protection Act, 2016;
f. Concerns or complaints are addressed promptly;
g. If complainants are not happy with the response to the complaint, they have the right to appeal

Those having concerns or complaints are asked to use the contact details below outlining the nature of the complaint.

The Compliments Team will decide on the appropriate person to handle the concern or complaint, this may be an independent consultant, not connected with Visioning You Visioning Me.

The named person will arrange a meeting to hear fully from the complainant.  Complainants will be encouraged to speak openly about their concerns and reassured that what they say will be treated with appropriate confidence and will not affect the service they receive.

The response will aim to satisfy the complainant that his/her concerns have been taken seriously and an apology and explanation offered as appropriate.  The response will also refer to any corrective action that is to be taken.

Should our response prove unsatisfactory to the complainant, they may request a review or appeal

We will  complete the procedure in a maximum of 30 working days.

Acknowledgement of the concern or complaint will be made within 5 working days, hearing back within 20 working days, and final response to complainant within 30 working days.

However if a complaint is complex it maybe necessary to extend these time limits.  When this is the case, we will keep the complainant informed of progress, the reasons for any delay, and new deadlines.  A complainant has a maximum of 28 days from the date of the final response to request a review or to appeal.

When mistakes are made, we will:
a. accept responsibility for the action as appropriate
b. explain what went wrong and why
c. correct matters by making the changes required.

The action we take to correct a situation in response to a concern or complaint can include any combination of the following and will be proportional and appropriate to the issue in question and take into account what has been requested by the complainant.

Actions may include:
a. an apology explaining what happened and or failed to happen. (Such an apology shall not of itself amount to an admission or acceptance of liability under Section 2 of the Compensation Act 2006;)
b. corrective action, including a review of a previously-made decision
c. change of procedures to prevent future recurrence of similar issues for the complainant or others
d. training or supervisory procedures

Reasons for decisions taken are to be recorded by the decision-maker and included in the response to the complainant. ​.

How to express a suggestion, compliment, concern or complain
Suggestions, compliments, concerns, or complaints can be received via social media channels, e-mail, via post or phone.

Postal address:
The Compliments Team,
Visioning You Visioning Me
38 Beehive Court,
Beehive Lane
Ilford Essex

Email address:

07939 799 078

Your use of the Service is at your sole risk. The Service is provided on an “AS IS” and “AS AVAILABLE” basis. The Service is provided without warranties of any kind, whether express or implied, including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, non-infringement, or course of performance.

Governing Law
This Policy shall be governed and construed in accordance with the laws of United Kingdom without regard to its conflict of law provisions.

We reserve the right, at our sole discretion, to modify or replace this Policy at any time. If a revision is material, we will try to provide at least 30 days notice prior to any changes taking effect. What constitutes a material change will be determined at our sole discretion.

By continuing to access or use our Service after those revisions become effective, you agree to be bound by the revised policy. 

Contact Us
If you have any questions about this Policy please contact us.