Complaints Policy

At West Country Women Awards CIC, we are committed to delivering high-quality experiences and celebrating excellence across our community. We recognize that there may be times when our services or actions do not meet your expectations, and we value your feedback as a vital opportunity to learn, grow, and improve our organization.

This policy provides a clear, transparent framework for raising concerns regarding our conduct, decisions, or service delivery. By following our structured three-stage escalation pathway—starting with our Operations Director and progressing, if necessary, to our Managing Director—we ensure that every formal complaint is investigated fairly, objectively, and in a timely manner.

Please note that this process focuses on matters within our immediate control, such as internal processes or the behavior of our representatives. We encourage you to review the full details below to understand how to submit a complaint and what you can expect from our team as we work toward a resolution.

1. Purpose

West Country Women Awards CIC is committed to delivering high-quality experiences, services, and events. We recognise that from time to time concerns may arise, and we are committed to addressing complaints in a fair, transparent, and timely manner.

The aim of this policy is to:

  • Provide a clear process for raising complaints
  • Ensure complaints are handled consistently and fairly
  • Support continuous improvement across the organisation

2. Definition of a Complaint

A complaint is an expression of dissatisfaction about the conduct, actions, decisions, or service delivery of West Country Women Awards CIC, where a response or resolution is expected.

Examples of complaints include (but are not limited to):

  • Concerns about how an event, programme, or service was delivered
  • Behaviour of representatives, partners, or individuals acting on behalf of West Country Women CIC
  • Perceived unfairness, lack of transparency, or inconsistency in processes
  • Failure to meet stated standards or expectations

3. What is NOT a Complaint

The following are not considered complaints under this policy:

  • Issues relating to the venue used to host an event (including venue staff or customer service)
  • Concerns about charges or costs associated with attending an event
  • Matters outside the immediate control of West Country Women CIC
  • General feedback or suggestions (these are welcomed separately)

4. How to Make a Complaint

Complaints should be submitted in writing via email, clearly outlining:

  • The nature of the complaint
  • Relevant dates, times, and details
  • Any individuals involved
  • The desired outcome (if known)

5. Complaints Handling Process & Escalation Pathway

Stage 1: Operations Director (First Point of Contact)

  • All complaints should initially be directed to the Operations Director, Chris James
  • Email: chris@westcountrywomen.com
  • Acknowledgement: Within 48 hours
  • Resolution timeframe: We aim to reach a resolution within 30 days

Stage 2: Compliance and Training Director (Second Line Escalation)

  • If the complaint is not resolved within 30 days, an escalation should be directed to the Compliance and Trainer Director, Clare Palmer
  • Email: clare@westcountrywomen.com
  • The escalation should be submitted in writing, referencing the original complaint
  • A further review and investigation will take place

Stage 3: Director of West Ccountry Women Awards CIC (Final Escalation)

  • If unresolved, a final escalation can be made via Email to the Director General, Alexis Bowater OBE
  • Email: alexis@westcountrywomen.com
  • This may be initiated 20 days after the start of Stage 2 escalation
  • The Director General will conduct a final review and determination

6. Mediation

Where a resolution cannot be reached through the above process, the originator of the complaint has the option to request mediation.

Mediation will involve an independent third party where appropriate and will aim to reach a mutually acceptable outcome, West Country Women Awards CIC will not incur any costs of this being initiated by the complainant.

7. Investigation Process

Investigations will be conducted fairly, proportionately, and objectively.

The process may include:

  • Reviewing all submitted information and evidence
  • Speaking with relevant individuals
  • Assessing policies, procedures, and expectations

The depth of investigation will reflect the seriousness and complexity of the complaint.

8. Record Keeping

All complaints will be formally recorded in a Complaints Review Register.

  • This register will be maintained for internal governance and learning purposes
  • It will not be made public

9. Outcomes

Following investigation:

  • Appropriate action will be taken where required
  • This may include process improvements, internal actions, or other appropriate measures

Due to confidentiality, full details may not always be shared with the complainant.

10. Commitment to Improvement

Complaints are viewed as an opportunity to learn and improve. West Country Women Awards CIC is committed to using insights from complaints to strengthen its services, processes, and impact.