EMMA Live is committed to providing a quality service and working in an open and accountable way that builds trust and respect. We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that has made the complaint.
Our policy is:
A complaint is defined as any expression of dissatisfaction, however it is expressed and whether justified or not, about any aspect of EMMA Live. All staff should have sufficient knowledge to be able to identify an "expression of dissatisfaction" even when the word "complain" or "complaint" is not used.
Complaints may come from any individual, volunteer or organisation who has a legitimate interest in EMMA Live, including the general public if something is perceived to be improper. A complaint can be received verbally, by phone, by email or in writing.
We understand that in some cases complainants may contact us who are distressed and need support. If complainants are abusive or unreasonable we may restrict our contact with the complainant. In some cases, unreasonable behaviour may mean we are unable to proceed with our consideration of the complaint.
All complaint information will be handled sensitively and with confidentiality, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with EMMA Live.
EMMA Live responsibility will be to:
A complainant's responsibility is to:
This policy is reviewed regularly and updated as required.
Written complaints may be sent to EMMA Live at 2, Television Centre, 101 Wood Ln, Shepherd's Bush, London, W12 7FR or by e-mail at email@example.com. Verbal complaints may be made by phone to 020 4534 1769 or in person to any of EMMA Live's staff at any of our events.
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have, such as social media. Complaints received by telephone or in person need to be recorded.
The person who receives a phone or in person complaint should:
Written records must be made by EMMA Live at each stage of the procedure.
In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed. In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to the EMMA Live Director within five business days. On receiving the complaint, the Director records it in the complaints Logbook.
If the complaint cannot be resolved informally, the complainant should be advised that a formal complaint may be made and the following procedure should be explained to them. EMMA Live will delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Book a demo now to see the product firsthand.