Warwickshire Valkyries Foundation wants concerns and feedback to be easy to raise and handled consistently. Complaints can provide important evidence about where services, communication or behaviour need to improve.
What can be raised?
Feedback may relate to programmes, events, facilities, staff, volunteers, communications, accessibility, partnerships or other Foundation activity.
How complaints should be handled
A live complaints procedure should explain acknowledgement times, investigation, response, escalation and record keeping. More complex matters may require additional time, but the complainant should be kept informed.
Safeguarding concerns
Safeguarding issues should follow the safeguarding process rather than waiting within a routine complaints queue. Immediate danger requires the appropriate emergency response.
Accessibility
People should be able to complain in a reasonable accessible format. The Foundation should provide alternatives where a standard online form creates a barrier.
Learning from feedback
Complaint data can help identify recurring problems. Themes should be reviewed while protecting individual privacy and confidentiality.
Compliments and suggestions
Positive feedback and ideas are useful too. They can identify what is working and where participants or communities see opportunities for improvement.
Pre-launch requirement
Final response standards, escalation routes and contact details must reflect the Foundation’s approved policy before this page is treated as operational.