COMPLAINTS POLICY NOTICE
Last updated: January 2022
Creative Land Trust has been established to secure long term, affordable space for artists and creatives. In the course of our activities we aim to be reliable and supportive to our tenants and other partners, and honest, transparent and respectful when fundraising.
If we are not getting this right, please let us know.
- 1. Making a complaint
In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with the organisation.
If you are unhappy about any aspects of Creative Land Trust’s service or behaviour, please speak to the relevant staff member in the first instance.
If you feel this is difficult or inappropriate then contact the Chief Executive via email (gordon[at]creativelandtrust.org)
You can also write to us at our registered address, however, as we work remotely, we may not pick it up for several weeks.
Often 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 ten working days.
- 2. If you are not happy
If you are not satisfied with our response or wish to raise the matter more formally, please write to the Chief Executive, ideally via email as above. If your complaint is about the Chief Executive, please write to one of our Co-Chairs via complaints[at]creativelandtrust.org.
All written complaints will be logged. Our aim is to investigate your complaint properly and give you a reply within ten working days from receipt, 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.