The Royal Society for the Encouragement of Arts Manufactures and Commerce: Complaints policy and procedure
The Royal Society for the Encouragement of Arts Manufactures and Commerce aims to provide its Fellows and customers with a high standard of service in all the works it undertakes.
According to the British Standard (BS8600) a complaint is “An expression of dissatisfaction whether justified or not”.
If you are unhappy about any aspect of our service please tell us about it. This will help us to ensure that we meet the highest standards and enable us to identify any areas we need to improve.
If you are dissatisfied with the service you have been given, please contact the person you have been dealing with at the RSA. They will deal with your enquiry promptly, and do their best to put things right.
If the complaint is in connection with that person or if you remain dissatisfied, please contact the following staff depending on the nature of your complaint:
For complaints about Fellowship Services please contact Samantha Fletcher at:
Email: Fellowship@rsa.org.uk; Phone: 020 7451 6890
For all other complaints please contact Katy Evans at:
Email: Katy.Evans@rsa.org.uk; Phone: 020 7451 6883
How does the Complaints Procedure work?
It's always better if you can let us know your complaint straight away. You can make a complaint by telephone, in the first instance, asking to speak to the relevant person mentioned above. They may ask you to confirm your complaint in writing.
We will send you a letter acknowledging your complaint and asking you to confirm or expand on the details set out. We will also let you know the name of the person dealing with your complaint. You can expect to receive our letter within 10 working days of us receiving your complaint.
We will then start to investigate your complaint. We will endeavour to complete the investigation within a calendar month. However, depending on the nature and complexity of the complaint we may take longer, in which case we will let you know the revised date.
Following our investigation, we will send you a detailed response to your complaint. This will include our suggestions for resolving the matter. This will happen within 5 working days of us completing our investigation.
If you still think you have cause for dissatisfaction, you can ask the Chief Operating Officer to look into your complaint. You must do this within one calendar month from the date of issue of the response to your complaint.
The Chief Operating Officer will then either look at your complaint personally, or appoint another senior member of staff (with no previous dealings with your case) to investigate and they will send you a reply in writing within 20 working days.
If you have had your complaint looked into by the relevant Senior Manager or Head of Department and the COO (or their nominee), and you remain dissatisfied, then you can write to the RSA’s Chief Executive Officer (CEO), who will ensure you receive a final response to your case within a calendar month.
Dated: March 2013