Moot Works Ltd is committed to delivering high standards in all areas of our work. We take feedback seriously and recognise the importance of handling complaints promptly, fairly, and with respect.

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1. Our commitment

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We aim to:

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• Provide a clear process for raising concerns or complaints
   

• Respond in a timely, respectful, and transparent manner
   

• Learn from feedback to improve our work and accountability
   

2. What this policy covers

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This policy applies to complaints relating to:

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• Our programmes, events, or services
   

• Behaviour or conduct of staff, freelancers, or collaborators acting on our behalf
   

• Communications, accessibility, or organisational practices
   

It does not cover disputes between third parties unconnected to Moot Works Ltd, or formal employment grievances (which follow separate procedures).

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3. How to make a complaint

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If you wish to raise a concern or make a complaint, please contact us by email:

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Email: [Insert Contact Email Address]

Subject line: “Complaint – [Your Name]”

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Please include:

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• A clear description of your concern
   

• Relevant dates, locations, and names of individuals involved (if applicable)
   

• Any supporting information
   

• What outcome or response you are seeking
   

We recommend raising issues as soon as possible and no later than three months after the incident or concern.

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4. What happens next

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We will:

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• Acknowledge your complaint within five working days
   

• Aim to provide a full response within four weeks
   

• Keep you informed if more time is needed due to complexity or investigation
   

Where appropriate, we may:

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• Investigate the issue further or request clarification
   

• Offer a meeting or conversation to resolve the concern
   

• Suggest steps for resolution, apology, or corrective action
   

• Outline any changes or learning resulting from the complaint
   

5. Confidentiality and fairness

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All complaints will be treated confidentially and in line with UK GDPR. We will ensure a fair and unbiased process and will not tolerate retaliation or discrimination against anyone who raises a concern.

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6. Appeals

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If you are dissatisfied with the outcome, you may request a review by a senior member of the organisation not previously involved in the matter. This request must be made within 10 working days of our response.

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Effective date: June 2025