Somerset Film & Video Ltd strives to operate in a supportive and open manner and as such wants to hear if there are concerns or issues that have arisen in the delivery or provision of our products and/or services.
Complaints may come from many sources including participants in workshops, course delegates, users of outside locations, external agencies etc.
A complaint is where there is an expression of dissatisfaction by one or more person about a delivery organisation’s action or lack of action, or about the standard of service provided by them on its behalf.
Complaint Process
Somerset Film & Video Ltd will review the instance reported and gather together initial information. We will gather information from the complainant and any witnesses relevant to the incident; to ascertain as accurately as possible what has taken place.
We will complete an investigation into the instance reported, which will take no longer than 14 working days. A report will be finalised within 7 working days of the investigation being completed. If further time is required due to the nature of the instance reported, then we will notify all parties of the new timescales for completion.
This organisation will use the details gathered during the investigation to form the basis for the final report. This report will:
Detail the initial reporting of the instance
Detail the plan for investigation
Detail the investigation followed and reference to further documentation
Detail a conclusion of findings
Detail a recommendation of actions to be taken
If the complaint regards the assessment practice within the organisation to be suspect, Somerset Film & Video Ltd. reserves the right to forward the assessment documentation to an External Quality Assurer, for re-assessment in order to enable a thorough investigation.
The final report and recommendation of actions to be taken will be presented to Somerset Film & Video Ltd, Board of Trustee’s before notification of findings to the parties concerned.
Any recommended actions to be taken will be discussed with the parties concerned and timescales set as to when they must be completed. This process will also allocate nominated persons responsible for each of the actions to be completed.
Independent Investigation
On receipt of the final report, if the complainant is not satisfied, they may forward their complaint directly to the Board of Trustees in writing, within five working days.
The Board of Trustees will appoint an Independent Person to carry out a further investigation. All prior documentation will be provided for perusal.
The Independent Person will complete an investigation into the challenge which will take no longer than 14 working days and a report will be finalised within 7 working days of the investigation being completed. If further time is required due to the nature of the instance reported, then the Independent Person will notify all parties of the new timescales for completion.
The Independent Person will use the details gathered during the investigation to form the basis for the final report as described earlier within this procedure.
The final report and recommendation of actions to be taken will be presented to the Board of Trustees, Somerset Film & Video Ltd. to allow for final approval prior to notification of findings to the individual. The report will make recommendations where appropriate. Any recommended actions to be taken, will be discussed/implemented by staff/trustees where appropriate and timescales set for action.
If you would like to contact us to discuss a potential complaint or request further information, then please contact us at info@somersetfilm.com or telephone 01278 433187.