Complaints Procedure

In order to ensure our services remain at a high and improving standard, we have a procedure by which you can let us know of any reason why you are not satisfied with us or our dealings with you.  The emphasis in this Complaints Procedure is on informality, with the object of solving problems quickly, simply and fairly. It is hoped that the great majority of issues can be settled amicably straight away.

How to make a complaint

If you have a complaint, it is often best to start by talking to the relevant staff member.   However, we recognise that this may be difficult or inappropriate.  If this is the case, then please contact our department heads:

If your complaint relates to one of the department heads, please contact the Chief Executive, Marcel Baettig on 020 3967 1641; mbaettig@bowarts.com

Often, we will be able to give you a response straight away.  When the matter is more complicated, we will give you at least an initial response within five working days.

Making a written complaint

If your complaint needs to be looked into further, you will normally be asked to put your complaint in writing.  We accept anonymous complaints, but it is often very difficult to investigate these properly.  It is easier for us to handle your complaint if you provide as much detail as possible.  All written complaints will be logged, and you will receive a written acknowledgement within five working days.

Our aim is to investigate your complaint properly and resolve the matter fully within thirty working days. 

If you are not satisfied with our response and wish to take the matter further, please email the Chief Executive, Marcel Baettig, on mbaettig@bowarts.com.

If after the Chief Executive has responded to your complaint you still feel that the matter is not resolved, you can email the Chair of Trustees, Cath Smith, for an independent review. Trustees are independent members of the charity not employees, they have oversight for the governance of the organisation. At the discretion of the Chair, the Chair or a nominated panel of Trustees may review the process undertaken by officers and/or the Chief Executive in handling a complaint. The purpose of this review is to determine whether the Trust’s policies and procedures were properly followed in reaching the decision. The Chair or Trustee panel will not re-investigate the substance of the complaint, substitute their own judgment for that of officers, or consider new evidence, but will focus solely on the appropriateness and integrity of the process applied. If you wish to pursue this option, please contact: chair@bowarts.com

This policy was reviewed April 2025.