Date of Issue: 1st January 2026
Next Review Date: 1st January 2027
Approved by: Directors of artspace
1. Policy Statement
artspace is committed to maintaining the highest standards of professionalism, integrity and care in all aspects of our work.
We welcome feedback, both positive and constructive as an opportunity to learn, reflect and continually improve our services.
We also recognise that, on occasion, clients or participants may wish to raise a concern or make a formal complaint. This policy sets out a clear and transparent process for doing so, ensuring all concerns are handled fairly, sensitively and promptly.
2. Purpose
This policy aims to:
- Encourage open communication and reflective learning
- Provide a clear and accessible process for raising concerns or complaints
- Ensure complaints are investigated fairly and without bias
- Resolve matters quickly and proportionately wherever possible
- Protect the dignity and wellbeing of all involved
3. Scope
This policy applies to:
- All clients commissioning or participating in artspace creative workshops or services
- All artspace staff, associates and facilitators
It covers:
- Feedback about the quality of our services
- Concerns about conduct, professionalism, communication or creative workshop delivery
- Issues relating to accessibility, inclusion or organisational process
It does not cover:
- Disputes between participants within a client’s organisation (these remain the responsibility of the employer)
- Concerns relating to the client’s internal HR processes or venue management
4. Our Approach to Feedback
artspace views feedback as an essential part of reflective practice.
We actively encourage clients and participants to share their views through:
- Verbal feedback during or after creative workshops
- Written evaluations and/or follow-up forms
- Direct emails or conversations with facilitators
All feedback is reviewed by the artspace Directors and used to inform future planning, training and
development.
5. How to Make a Complaint
5.1 Informal Resolution
Most concerns can be resolved quickly and informally. If you feel comfortable, please raise the issue directly with the facilitator/s or your usual artspace contact, as soon as possible. They will listen carefully, seek clarification where needed and work with you to find an appropriate resolution. If you are not satisfied or prefer not to raise the matter informally, you may make a formal complaint.
6. Formal Complaints Process
Step 1: Submitting a Complaint
Please submit your complaint in writing to:
Email: hello@artspacearttherapy.co.uk
Please include:
- Your name and contact details
- Details of the complaint (including relevant dates, people involved and context)
- Any supporting information or correspondence
- What outcome or resolution you are seeking
If you need help submitting a complaint (eg. accessibility support), we will make reasonable adjustments to assist you.
Step 2: Acknowledgement
We will acknowledge receipt of your complaint within five working days, confirming that it has been received and that it will be reviewed.
Step 3: Investigation
- The complaint will be reviewed by a Director
- If the complaint involves a Director, an independent professional (eg. a peer practitioner) may be
asked to assist in the review - We may contact you to clarify details or request further information
- We aim to complete our investigations within 20 working days. If delays occur, you will be informed
and updated on it’s progress
Step 4: Response
Once the review is complete, you will receive a written response outlining:
- The findings of the investigation
- Any actions or resolutions proposed
- Any steps artspace will take to prevent similar issues in future
Where appropriate, we may also offer a follow-up conversation to discuss the outcome.
7. Confidentiality and Fairness
All complaints will be handled with discretion and respect. Information will only be shared with those directly
involved in the review process and all parties will be treated fairly and given the opportunity to respond.
Records of complaints will be stored securely in accordance with artspace’s Data Protection Policy and
retained only as long as necessary.
8. Learning and Continuous Improvement
artspace is committed to using complaints and feedback as opportunities to learn.
We will:
- Review any complaints during annual policy reviews
- Reflect on any patterns or recurring themes
- Update training, risk assessments or procedures where needed
- Share learning outcomes with our facilitators to strengthen practice
9. Protection from Retaliation
No one will be treated unfairly or disadvantaged for raising a genuine concern or complaint in good faith. Any form of retaliation, victimisation or discouragement will be taken seriously and addressed in line with this policy.
10. Review and Monitoring
This policy will be reviewed annually, or sooner if feedback, legislation or operational changes require it.
11. Related Policies
This document should be read alongside all artspace policies.
12. Contact
artspace Complaints and Feedback Leads: Sarah Edmonds and Karen Wilson
Email: hello@artspacearttherapy.co.uk