COMPLAINTS
Procedure
At Changing Tunes, we want to give you the best possible service. If something goes wrong, we want to hear about it so we can fix it.
How to Make a Complaint
You can register your complaint by filling out our online form below, emailing us at info@changingtunes.org.uk, or calling 0117 9201051.
What Happens Next?
Acknowledgement: We will acknowledge your complaint in writing within 2 working days of receiving it.
Investigation: An independent manager who was not involved in the original matter will review your case.
Response: We will send you a full, written response detailing our findings and proposed resolution within 14 working days. If the investigation takes longer, we will update you on our progress.
Data Protection Complaints
If your complaint relates to how we handle your personal data, we will acknowledge your request within 30 days and investigate without undue delay.
Escalation
If you are not satisfied with our final response, you have the right to escalate your complaint to the relevant independent authority:
For data privacy disputes: The Information Commissioner's Office (ICO) via www.ico.org.uk.
For Charity related issues: The Charity Commission via https://forms.charitycommission.gov.uk/Complaint/.