Complaints

Axis views 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 Commitment

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• To make sure everyone at Axis knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us to improve what we do

Policy

• What is a Complaint? A complaint is any expression of dissatisfaction related to Axis's operations, activities, staff, or the way someone has been treated by the organisation.
• Resolution Within 28 Days: We aim to resolve all complaints within 28 days of receipt. If we cannot resolve a complaint within this timeframe, we will provide an update and estimated resolution time.
• Right to Appeal: Complainants dissatisfied with the outcome of their complaint have the right to appeal the decision.
• Treatment: We treat all complainants with respect and courtesy and expect the same in return. Abusive or unreasonable behaviour may lead to modification of the complaint handling process.
• Log and Monitor: We will log and monitor all complaints to identify patterns and make necessary improvements.

Procedure - How to Make a Complaint

Complaints can be made to Axis

• Writing: Send to Axis, The Arthouse, Drury Lane, Wakefield, WF1 2TE
• Email: Send to hello@axisweb.org

Procedure - How We Will Respond

Upon receipt of a complaint, Axis commits to the following steps for a comprehensive and impartial resolution:

• All complaints will be acknowledged within 7 days of receipt, confirming that the complaint is being processed.
• The complaint will be assessed promptly to understand its nature and the most effective resolution approach.
• An investigation will be led by a staff member or director who has had no prior involvement in the issue, ensuring an unbiased process.
• We may contact you for additional information or clarification during this time, appreciating your cooperation for a thorough investigation.
• Provide a final response detailing the resolution and any actions taken in response to the complaint, and any improvements Axis plans to implement as a result.

Procedure - Appeal Process

Should the complainant be dissatisfied with the initial resolution, they have the right to appeal. 

• A request can be made to the Executive Director asking for Board level review. 
• An appointed Trustee will review all the information held relating to your complaint and will conduct further investigations if they consider that the initial investigation was insufficient.
• Once the internal review is complete, you will be informed of the decision. The decision taken at this stage is final

External Bodies 

The Charity Commission: An organisation overseeing charity operations in the UK, ensuring legal compliance and promoting best practices.