1. Purpose

EventWell is committed to maintaining the highest standards of integrity, transparency, and care in all areas of our work. We take all feedback seriously and recognise that, from time to time, individuals or organisations may wish to raise a concern or make a complaint. This policy outlines how EventWell will handle complaints in a fair, transparent, and timely manner.

2. Scope

This policy applies to:

  • Clients, partners, and suppliers
  • Event attendees and visitors using EventWell spaces and services
  • Members of the public
  • Staff, hosts, contractors, and volunteers

Complaints may relate to our services, conduct, communication, or actions taken by anyone representing EventWell.

3. Our Commitment

EventWell will:

  • Treat every complaint seriously, respectfully, and confidentially
  • Investigate complaints promptly and fairly
  • Seek to resolve issues informally where possible
  • Learn from feedback to continuously improve our services
  • Ensure no one is treated unfairly or disadvantaged for raising a concern

4. How to Make a Complaint

You can make a complaint by:

  • Email: team@eventwell.org
  • Post: EventWell, 8 Lambourne Place, London, SE3 7BH
  • Phone: 0800 470 0958

Please include:

  • Your name and contact details
  • Details of the event or service involved
  • A clear description of the issue
  • Any relevant dates, evidence, or correspondence
  • The outcome you are seeking (if applicable)

Anonymous complaints will be considered where sufficient information is provided.

5. Complaint Handling Process

Stage 1 – Informal Resolution
Where appropriate, complaints will first be handled informally by the relevant manager or team member. Many concerns can be resolved quickly at this stage.

Stage 2 – Formal Complaint
If the matter is not resolved informally, it will be escalated to the Operations Manager, who will acknowledge receipt within 5 working days and aim to respond within 20 working days following a full investigation.

Stage 3 – Appeal
If you are not satisfied with the outcome, you may request an appeal in writing within 10 working days of receiving the response. The appeal will be reviewed by the CEO or an independent Board member. Their decision will be final.

6. Record Keeping

All complaints will be logged in our internal register, including actions taken and outcomes. Data will be held in accordance with our Data Protection Policy and the UK GDPR.

7. Learning and Improvement

We regularly review complaints to identify trends and make improvements to our policies, training, and services. Lessons learned will be shared within the team as part of our ongoing quality assurance and values-based approach.

8. Accessibility

We are a neurodivergent-led organisation and are committed to ensuring our complaints process is accessible to everyone. If you require support, an alternative format, or assistance in making a complaint, please contact us and we will make reasonable adjustments to support your needs.

Dated: January 2024