Complaints Procedure (Arts &
Conference Centre)
If you have a complaint
We really want to hear from you. We welcome your comments, as
they give us the opportunity to put things right and improve our
service.
In the first instance (Informal)
If you wish to make a complaint it is best to talk to a member
of staff first either face to face or by telephone. It will be the
quickest way for us to respond and look into the problem. The
object of this first stage is to resolve problems quickly, simply
and fairly with the minimum formality.
In the second instance (Formal)
If you are unhappy with our response you have the right to
complain to the Manager of the Arts and Conference Centre within 14
days who will endeavour to address and resolve your concerns.
Finally
However, if you are still dissatisfied after allowing the
Manager the opportunity to deal with your complaint you should
contact the Services Bursar, in writing, within 14 days of the
response from the Arts Centre Manager.
Only in exceptional cases will the Services Bursar consider any
complaint that has not been through the original stages.
If the Services Bursar comes to the conclusion that the
complaint has been fairly settled at an earlier stage, or that the
complaint is trivial or wholly lacking in merit or substance, the
Services Bursar may dismiss the complaint, and advise the
complainant of the reasons for the decision. The Services Bursar
will respond in writing to a letter of complaint within 10 working
days, with as full a response as possible.
If the Services Bursar comes to the conclusion that there is
substance to the complaint, the Services Bursar will decide on the
relevant response in relation to the nature of the complaint. The
Services Bursar will respond in writing to a letter of complaint
within 10 working days, with as full a response as possible.
Once we have the full details of your complaint our promise is
that we will normally take no more than 30 calendar days to respond
fully to your issue.
However, there may be occasions when we require additional
information or responses from you to complete our investigation. In
this instance we will allow 14 calendar days for your response.
Contact Details
Miss J Simm Banqueting & Wedding Co-ordinator 01204
434795
Mr D McLaughlin Sports Development Co-ordinator 01204 434797
Mr I Seddon Arts & Conference Centre Manager 01204
434793
Mr McDermott Services Bursar 01204 434751
If you prefer to write or email
Arts & Conference Centre
Bolton School
Chorley New Road
Bolton
BL1 4PA
iseddon@boltonschool.org
The Services Bursar
Bolton School
Chorley New Road
Bolton
BL1 4PA
MMcdermott@boltonschool.org.uk