COMPLAINTS PROCEDURE

1. Purpose 

The purpose of this policy is to provide a clear and fair process for addressing any complaints that may arise during the Pittenweem Arts Festival, ensuring a positive experience for the local community, all participants and attendees. A complaint will usually be in respect of a specific occurrence which is beyond the established route for festival feedback and improvement. 

2. Scope 

This policy applies to: the Board and staff of Pittenweem Arts Festival, all members of the local community, visitors, exhibiting artists, festival volunteers, vendors and any other persons associated with the festival. 

3. Informal complaint 

Before proceeding with a formal complaint, we encourage all complainants to address their concerns informally and verbally with the person they are having an issue with. This step often leads to a quick and amicable solution. 

4. Reporting a complaint 

Complaints can be reported the following ways: 

During the festival, in person: Visit the Festival office at 47 High Street, Pittenweem. 

Email: send your complaint to: info@pittenweemartsfestival.co.uk 

Phone: call 01333 313109 between 10.00am and 4.00pm during the festival. 

5. Complaint Handling Process 

Acknowledgement: Complaints will be acknowledged within 24 hours. 

Assessment: The complaint will be assessed to determine the nature and severity.  

Resolution: We aim to resolve all complaints within 10 working days where possible. If the complaint requires further investigation, the complainant will be informed of progress regularly. 

Our values and charitable purposes: All complaints will be handled in accordance with our values and charitable purposes, which can be found on our website. 

6. Learning from complaints 

We will take all and any learning from a complaint and take actionable steps to improve the experience of the festival. 

7. Follow-up 

Complainants will be contacted after resolution to ensure satisfaction and to gather feedback on the complaint handling process. 

8. Confidentiality 

All complaints will be handled confidentially, with information shared, only on a need-to-know basis. 

9. Appeal Process 

If a complainant is not satisfied with the outcome, they may appeal the decision by contacting JulieArbuthnott@pittenweemarts.onmicrosoft.com within 10 working days of receiving the resolution.