Our Complaints Procedure

Northwest Vision and Media is committed to being open and accessible and welcomes all comments on its work and the services that it provides. If you have a concern about the services provided to you please follow the steps set out below. (If your complaint relates to an application for an award or investment please refer to our separate complaints procedure which will be provided on request.)

We Will Deal With Your Complaint

Our complaints procedure is here to help us identify where our services or procedures might be improved. So do let us know where you feel we have made a mistake or done something which you have found unsatisfactory and/or unacceptable.

How to Complain

Step 1: Contacting us
The first step is to talk to a member of our staff. This can be done quite informally, either by arranging a meeting or by telephone.

Usually, the best staff member to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to approach someone else, then please ask for their line manager.

We will try to resolve the problem on the spot if we can. If we can't do this then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within five working days or we will make some other arrangement acceptable to you.

Step 2: Taking your complaint further
We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right. If you are still unhappy however, the next step is to put your complaint in writing to the Managing Director. You should head the letter ‘Complaint’. In your letter please set out the details, explaining what you think went wrong and what you feel would put things right.

Once the Managing Director receives a written complaint, she will arrange for it to be fully investigated. We will acknowledge your complaint in writing within five working days of receiving it and the letter will say when you may expect a full response. This should normally be within three weeks unless the matter is of a sensitive/ complex nature. If this is the case, we will keep you informed on what action is being taken and tell you when we foresee a complete response.

Step 3: The Next Stage
If you are not satisfied with the Managing Director’s investigation and reply you can take your complaint to the Northwest Vision and Media Board. Vision and Media is a company limited by guarantee and as such is governed by a Board of Directors. All materials relating to your complaint and to the Managing Director’s investigation will be sent to the Chair of the Board. He/she will let you know within seven working days that they have received your complaint and tell you when to expect a full response from them.

For further information please contact:

Caroline Routledge
Office Manager
Northwest Vision and Media
c/o BBC, Oxford Road
Manchester, M60 1SJ

info@visionandmedia.co.uk

0870 609 4481