Complaints Policy

 Hastings International Piano aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.  

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with Hastings International Piano.  

If you are not happy with Hastings International Piano please tell us. If you are unhappy about any Hastings International Piano ‘s service, please speak to the relevant staff member, manager or Director.  

If you are unhappy with an individual in Hastings International Piano sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the staff member's manager or the Director.  

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 you are not satisfied with our response or wish to raise the matter more formally, please write to the Managing Director. (If your complaint is about the Managing Director, please write to the Chair.)  

All written complaints will be logged. You will receive a written acknowledgement within three working days.  

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.  

If after we have responded you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Trustees, which will decide on any further steps to resolve the situation.  

Finally, please also let us know if you are happy with Hastings International Piano’s services.  

We are committed to reviewing our policy and good practice annually. 

This policy was last reviewed on: ………1st July 2024……………(date) 

By: ………Ian Brignall General Manager 

Hastings International Piano is a registered charity
(Registered Charity Number 1192703)  

Our registered address is
The Festival Office,
White Rock Theatre,
Hastings, TN34 1JX.