Comments, Compliments, and Complaints procedure
Let us know how we’re doing: comments, compliments, and complaints. OCM makes every
effort to provide a high standard of service and to treat all of the charity’s beneficiaries
equally and fairly. We continuously try to improve our events and services and we value any
feedback that will help us to do this.
OCM will review all comments, feedback and complaints, and our feedback procedures on
a regular basis. This helps us to develop the services that work best for you, so please let
us know what you think. We report on user feedback in our annual Director’s report with our
annual accounts.
Compliments and Comments:
If you have enjoyed an OCM event or activity, or have any comments we would love to hear
from you. There are couple of ways you can do this: either speak to one of the staff
members/ volunteers at our event or by phone (01865 419002), or email
victoria@ocmevents.org, or info@ocmevents.org. You can also write to us at OCM, Room
136 Headington Hill Hall, Oxford Brookes University, Oxford, OX3 0BP, but there may be a
delay in picking up post sent to this address.
Complaints:
We also want to know if there is any aspect of our events or activities that you are unhappy
with. We take all feedback seriously and we will take action when appropriate to improve
any area where we have fallen short. All complaints will be dealt with in a timely and
professional manner. Where comments are made on a public platform (e.g. social media),
OCM may also reply publicly if and when appropriate, but will aim to respect the
confidentiality of the person(s) concerned.
How to make a complaint:
The first thing to do if you are unhappy about any aspect of our activity is to bring this to the
attention of one of our staff members/volunteers. They will try to resolve your concerns
immediately. If you are unhappy at the way you have been treated by one of the staff
members/volunteers please contact us.
If you cannot or do not wish to make a complaint in person, you have the option of emailing,
writing to or telephoning us.
What you can do to help us deal effectively and quickly with your complaint:
● Contact us as soon as possible giving clear details so we can endeavour to resolve
the issue. Specify clearly what aspect of OCM’s activity you wish to make the
complaint about.
● Including the following details will help us to investigate your complaint without delay:
○ The specific area, service or resource to which the complaint applies;
○ The specific area, service or resource to which the complaint applies;
Your name and contact details: we may want to speak to you in order to get
more detail about the complaint. You are welcome to submit an anonymous
complaint but this may mean we cannot be as effective in our response;
○ Outline the nature of your complaint as precisely as possible; this will help us
to investigate further and hopefully to resolve the issue. If appropriate, please
include details such as the place and time the incident occurred.
○ Please let us know if you have already reported the complaint, and if any
action was taken previously.
We will always take complaints seriously and treat everyone with respect and courtesy, and
we respectfully ask the same of you. If you are unhappy with anything, please be assured
that we will approach all concerns with a genuine desire to resolve them to everyone’s
satisfaction. We would ask that you contact us directly in the first instance, rather than
engaging in any negative public expression online, so that we can have the chance to
investigate the problem and take appropriate action.
What we promise to do to help resolve your complaint:
Your complaint will be dealt with in a professional and confidential manner. All personal data
will be kept securely. Please see our Privacy Policy for more information about how we
store our data: www.ocmevents.org/privacy-policy
Your complaint will be assigned quickly to the most appropriate person to deal with it, and
they will undertake to investigate the matter fully and communicate regularly with you until
the issue has been resolved.
How and when we will respond:
Owing to the fact that most of our team work part-time hours, we will acknowledge any
e-mailed complaints within 5 working days of receipt, and aim to offer you a full response
within 10 working days. We will keep you informed if we need to extend that period for any
reason.