Complaints Procedure

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Community Media Association Complaints Procedure

The Community Media Association aims to provide high quality services for its members. We believe that we achieve this most of the time with limited resources: if we are not getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the Community Media Association.

If you are not happy with the work of the Community Media Association, please inform us by speaking to the relevant staff member, manager or a Director. If you are unhappy with an individual in the Community Media Association often it is best to inform them directly. If you feel this is difficult or inappropriate then speak to the staff member’s manager or a Director.

We aim to get a response within five working days. If the issue is more complex then it might take us longer to respond to you.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to a Director at complaints@commedia.org.uk. If your complaint is about a Director then please write to the Chair at chair@commedia.org.uk. You will receive a written acknowledgement within five working days. Our aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Trustees, which will decide on any further steps to resolve the situation.

Finally, please also let us know if you are happy with the Community Media Association’s services.

Persistent and or vexatious complaints

These are becoming an increasing problem for voluntary sector organisations and charities, and difficulties in handling such complaints can place strain on time and resources and can be stressful for staff who have to deal with these complex and challenging issues. In order to counter this, it is our policy not to engage with persistent, unconstructive, or vexatious complaints.


Updated by Bill Best on 24 August 2020.