Complaints Policy

Revised: July 2025 (SLT)

Review date: August 2027

  • Trafford Music Service (TMS) recognises that from time to time, some of our customers may have complaints, concerns, or problems relating to the Music Service that they wish to raise and have addressed. It is expected that most of these issues will be resolved informally through local resolution with music service staff. However, where this is not possible, TMS Complaints Procedure will provide a mechanism to facilitate these types of issues and ensure they are dealt with fairly and promptly to the satisfaction of all concerned. 

    While it is impossible to provide a comprehensive list of all the issues that might give rise to a complaint, the more common ones are likely to relate to classes, activities, tutors, access, health and safety, or equal opportunities. This policy and procedure applies to all TMS customers. 

  • The purpose of this policy is to provide a clear process for customers to express a complaint and to ensure that individuals have the necessary support to do so. The procedures are designed to promote and encourage good customer relations across Trafford Music Service. 

    • This policy aims to: 

      • Provide guidelines for staff and managers that reinforce fairness and consistency in the treatment of individuals and in the conduct of customer relations. 

      • Encourage a ‘best practice’ ethos and assist TMS in operating effectively. 

      • Allow individuals to raise issues or complaints with staff and management about the Music Service (e.g. issues arising from classes, activities, tutors, access, Health & Safety matters, or equal opportunities). 

      • Provide a fair and speedy method of dealing with these complaints. 

      • Identify who has the authority to respond to such complaints and the timescales for resolution. 

      • Provide examples of what is considered a complaint for the purposes of this policy and procedures. 

    • All customers will be made aware of Trafford Music Service Complaints Policy and Procedures and informed of how to access it through general communication and our website. Trafford Music Service customers include parents, schools and Claremont Centre users. 

    • Where necessary, Trafford Music Service will make copies available in other formats to satisfy the requirements of those customers with disabilities and those whose first language is not English. 

    • Customers have the right to be given a fair hearing by the staff member dealing with their complaint and to have their complaint considered at a more senior level of management if the matter remains unresolved. 

    • The procedure should operate within the agreed timelines unless there are exceptional circumstances that prevent this. 

    • The complaint investigation and any associated records kept will remain confidential unless required for the purposes of a third party investigating or hearing disciplinary matters arising from the complaint. 

    • All complaints will be recorded on our complaints log and stored for three years. After this time all information will be deleted/anonymised. 

  • How to make a complaint: 

    Email music.service@trafford.gov.uk, include your name and contact details along with the full details of your complaint. 

    If your complaint is discussed in person with a staff member of Trafford Music Service either by telephone or in person, you will be directed to follow up the conversation with an email. 

    Procedure 

    1. You will receive an acknowledgement of your complaint within 2 working days. This will contain a link to our Complaints Policy.  

    1. If an informal resolution can be made, we will share the relevant information with you as soon as possible. 

    1. If an informal resolution cannot be sought, the complaint will be passed to members of our Senior Leadership Team for further consideration and possible investigation. 

    1. You should receive a response from the Senior Leadership Team within 20 working days. 

    1. If the complaint is more complex or requires further investigation, you will be informed within 20 days of the progress and next steps. 

    1. If you are not happy with the outcome of the complaint, you can refer your complaint to the Head of Service, Ruth O’Keefe. Email: ruth.okeefe@trafford.gov.uk