Policy Statement

Seven Stories is committed to providing a high quality of service in a safe environment, where everyone is treated with dignity and respect.

1. While we do everything we can to get things right first time, we understand and respect that on occasion this may not be the case. If this happens we want to know as soon as possible so that we can put things right.
2. We will listen carefully to complaints and concerns and we will treat them seriously, with courtesy, respect and in confidence.
3. We will be responsive to complaints and concerns. The receipt of complaints will be acknowledged within a maximum of five working days. We will aim to resolve complaints and send out a response within ten working days. If this period has to be prolonged for any reason the complainant will be notified of the reason for this and given an alternative date for a response.
4. We will operate an accessible complaints process. Complaints and concerns can be submitted in person, by telephone, by email, or by post.
5. We will always act in accordance with the Equality Act 2010 and treat all complainants equally regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, gender or sexual orientation.
6. Seven Stories recognises the complainant’s right to:
   • Be heard and to submit their complaint or concern formally.
   • Know that the Seven Stories Complaints Procedure has been followed.
   • Provide all relevant information to support their complaint.
   • Receive a response to their complaint.
7. Seven Stories will:
   • Gather sufficient detail about the complaint to enable a thorough investigation and response to the complaint.
   • Place all relevant information before the person instigating the complaint.
   • Reserve the right to receive complaints in an appropriate manner.
   • Threats, threatening behaviour or abuse (written, verbal or physical) are not acceptable and will not be tolerated.
8. We will use the findings of investigations into complaints to improve our service.

Complaints Procedure

 a) Informal Complaint

Seven Stories is committed to resolving complaints at the point that the issue has occurred.  Visitors are encouraged to:

• Raise the complaint directly with a member of our team or raise the complaint with a duty manager.

This will enable us to resolve any straightforward issues immediately and informally. If we are unable to resolve the complaint informally for you, the following procedure will be implemented.

b) Formal complaint procedure

Seven Stories has a staged formal complaint procedure that aims to resolve concerns as quickly as possible. The Complaints Procedure has three stages summarised below:

Stage 1

Making a Formal Complaint

In order to help us investigate and resolve any area of dissatisfaction you should notify us of your concern as soon as possible after its occurrence.  It will help us to resolve your complaint quickly if you can supply as much detail as possible about your complaint. If you have any documentation relevant to the complaint please provide it.

Making a Complaint In Person or By Phone

If you make a complaint in person or by phone, the person you talk to will aim to resolve the complaint immediately. If they are not able to do so they will ask for the assistance of a supervisor or manager who will also endeavour to resolve the complaint promptly.

Making a Complaint by Email, or Post

We will acknowledge receipt of your correspondence within five working days and the person dealing with the complaint will contact you and endeavour to resolve the complaint promptly.

Making a Complaint by Social Media

Seven Stories invites participation through our social media channels.  We will monitor and use this feedback, positive and negative, to learn and improve our services.  However complaints made via social media will not be dealt with through the complaints procedure. Those wishing to make a complaint should communicate with us directly by phone, email or post.

Further Investigation

If the person who receives your formal complaint cannot resolve it immediately it will be investigated further.

In this instance you will be notified within 5 working days that your complaint is still in Stage 1 of the complaints procedure. You will be informed who is dealing with the complaint and what action is being undertaken to further investigate the circumstances of the complaint.

You will receive a written response to your complaint within ten working days of its receipt (if it becomes apparent that the investigation is going to take longer you will be notified when you can expect a response).

If your complaint is about an individual who is responsible for the service concerned, we will identify an alternative individual or a senior manager to undertake the investigation.

 Stage 2

If your complaint is not resolved at Stage 1 or you feel the complaint has not been dealt with satisfactorily, you may take the complaint to Stage 2 of the procedure.

A Stage 2 complaint should be sent to the Chief Executive Officer, identifying the nature of the complaint and, if appropriate, the individual against whom the complaint is being made. Any complaint against an individual will be dealt with in a confidential manner.

You will receive a response from the Chief Executive Officer (or a Director in their absence) within five working days of receipt, confirming that the complaint has been moved to stage 2, detailing how they plan to investigate the circumstances around the complaint and when you might expect a detailed answer.

You will receive a written response to your complaint within ten working days of its receipt (if it becomes apparent that the investigation is going to take longer you will be notified straight away of when you might expect a response).

If your complaint is about the Chief Executive Officer, your complaint will be escalated to Stage 3.

Stage 3

If your complaint is not resolved at Stage 2 or you feel the issue has not been dealt with satisfactorily, you can take the complaint to Stage 3 of the procedure.

A Stage 3 complaint should be sent to the Chair of the Board of Trustees identifying the nature of the complaint and, if appropriate, the individual against whom the complaint is being made. Any complaint against an individual will be dealt with in a confidential manner.

You will receive a response from the Chair of the Board of Trustees within five working days confirming that the complaint has been escalated to stage 3, detailing how they plan to investigate the circumstances around the complaint and when you might expect a detailed answer.

You will receive a written response to your complaint within ten working days of its receipt (if it becomes apparent that the investigation is going to take longer you will be notified straight away of when you might expect a response).

The decision of the Chair of the Board of Trustees is final.

How to contact us

Seven Stories The National Centre for Children’s Books
30 Lime Street
Ouseburn Valley
Newcastle upon Tyne
NE1 2PQ
info@sevenstories.org.uk
0300 330 1095

Chief Executive Officer
Wendy Elliott
wendy.elliott@sevenstories.org.uk

Chair of the Board of Trustees
Claire Riley
claire.riley@sevenstories.org.uk
Please mark your communication: FAO Chief Executive Officer or The Chair of the Board of Trustees