General Complaints Policy

Friends of Boston Music Centre | Registered Charity No. 1207228

Haven High Academy, Marian Road, Boston, PE21 9HB, United Kingdom

This policy explains how general complaints about Friends of Boston Music Centre website, ticketing, donations, fundraising or customer service can be raised.

1. What this policy covers

This policy covers general complaints about the website, customer service, ticketing administration, donations, fundraising, communications and other matters relating to Friends of Boston Music Centre.

Refund requests are handled under the Cancellations and Refunds Policy. Donation refund requests are handled under the Donations Policy. Privacy complaints are handled under the Privacy Policy.

2. How to complain

Complaints should be sent to vanessa.hobart@lincolnshire.gov.uk. The complaint should include the complainant's name, contact details, what happened, when it happened, any order or donation reference and what outcome is being requested.

3. Acknowledgement and response

We aim to acknowledge complaints within 5 working days and provide a response within 20 working days where reasonably possible.

If a complaint is complex or requires information from another organisation, we may need longer and will explain the reason.

4. How complaints are reviewed

Complaints will be considered fairly and proportionately. We may ask for more information where needed and may involve appropriate representatives of Friends of Boston Music Centre, Boston Music Centre or Lincolnshire Music Service depending on the nature of the complaint.

5. Outcomes

Possible outcomes may include an explanation, apology, correction, refund decision, technical fix, change to website content, referral to another organisation, or no further action where the complaint is not upheld.

6. Escalation

If a complainant remains unhappy with the response, they may ask for the matter to be reviewed by the Friends of Boston Music Centre committee or trustees.