Absolutely Cultured Complaints Policy
Absolutely Cultured value all audience feedback and takes complaints very seriously.
As stated on our website (www.absolutelycultured.co.uk/contact-us/) members of the public are encouraged to contact the us with any complaints, suggestions or praise.
Contact may be made by emailing firstname.lastname@example.org or by post via Pacific Exchange, 40 High Street, Hull, HU1 1PS.
All audience comments received by Absolutely Cultured are logged and monitored as part of our ongoing efforts to improve audience experiences.
Absolutely Cultured endeavours to respond to all comments (where contact details are given, and responses requested) within ten working days of receipt (if we need longer to provide a full response, a member of staff will contact the correspondent to advise when a reply can be expected).
If a member of the public is dissatisfied with any aspect of a visit to Humber Street Gallery; our Volunteering Programme, an event we have commissioned or the conduct of a member of staff, a formal complaint may be made by contacting using the means listed above.
If a correspondent feels that a complaint has not been addressed appropriately, they should first raise their concerns with the member of staff who initially responded to their complaint.
If the matter is not resolved at this level, a correspondent may request that their complaint be referred to the Creative Director & CEO.
At each stage Absolutely Cultured will endeavour to respond to the correspondent within ten working days (if longer is needed for us to provide a full response, a member of staff will contact the correspondent to advise when a reply can be expected).
Complaints must be made no more than six months after the grounds upon which a complaint is based first arose (this period may be extended for good reason at the discretion of the Creative Director & CEO).
Absolutely Cultured is not bound to respond to complaints which it deems repetitive, i.e. repeated complaints of a similar nature from the same individual or group of individuals, which it believes have been answered fully in the past.
Absolutely Cultured is not bound to respond to complaints which are believed to be vexatious or frivolous, i.e. which are not a genuine endeavour to seek redress, but are aimed at disrupting the business of Absolutely Cultured.
If a correspondent feels that a complaint which has been escalated through the to the Creative Director & CEO has not been addressed appropriately, the correspondent may request that the matter be referred to our Board of Trustees. The complaint will then be taken to the next meeting of the Board of Trustees of Absolutely Cultured.
Particular members of the Trustees will be nominated to investigate the complaint, and to report on any actions required. The results of any such investigations will be shared with the Board of Trustees, and with the correspondent at the earliest opportunity.
The decision and any outcomes made by the Board of Trustees is final.