Complaints Policy
Revised May 2022
This policy is for complaints about our Instrumental and group tuition services. Namely issues with administrative issues, training and support, and financial transactions. This policy excludes complaints relating to our CME Level 4 Programme, which is available on our CME courses Website. To access our CME course Complaints Policy, please email our CME Course Director, Lilian Simones (liliansimones@en-actmusic.com).
At Enact Music, we take complaints as an expression of dissatisfaction with our services for which we will enact a fast response, whilst dealing with complaints politely, promptly, and when appropriate, confidentially. Communication is at the heart of our approach in everything we do, and as such, we will respond to complaints with acknowledgement, explanation and information on any action/s taken.
We consider complaints as opportunities for learning and improving our services, and they are taken into account in our yearly review of our complaints policy and procedures. We will act with fairness, treating all complainants in the same way and not allowing those who complain to obtain unfair advantage or disadvantage by doing so.
Procedure
Clients dissatisfied with any aspect of our service/s can register a complaint by writing to Enact Music CME Course Director in the contacts below:
Lilian Simones
Email: liliansimones@en-actmusic.com
Address: 17 Brooke Hall, BT8 6WB
They should state their name and provide copies (please do not send us any original documentation) of any relevant correspondence or documentation and the names of all Enact Music staff they have been in contact with (be it by phone or in writing) about the complaint being made. Clients can also request to be contacted by telephone, in which case they will need to provide us with their telephone number and the best time and days for Enact Music to contact them.
For concerns raised informally (verbally), we will enable mediation between the complainant and the individual to whom the complaint has been referred quickly. However, in cases where concerns cannot be resolved informally, the formal complaints procedure shall be used.
All formal complaints must be made in writing, including through email, within six weeks of the issue arising.
Enact Music will:
a)Acknowledge the formal complaint in writing
b) Respond within five days of receipt of the complaint
c) Deal sensitively and reasonably with the complaint
d) Take action where appropriate.
Complainants will be asked to:
a) Explain the problem as clearly and as fully as possible, including any action taken to date
b) Allow Enact Music a reasonable time to deal with the matter
c) To recognise that some circumstances may be beyond Enact Music Control
In our reasonable opinion, we reserve the right to cease correspondence with a client if their correspondence is ill-considered.
Enact Music operates a two-level procedure for dealing with complaints:
Level 1
In the first instance, for issues that couldn’t be solved informally, clients will be asked to write to Enact Music CME Director, setting out the details of their complaint, the consequences for them, and the solution they seek.
Complaints will be acknowledged within five working days of receipt.
Enact Music will endeavour to provide a response and an explanation within ten working days of our acknowledgement to allow time for any investigation required to be carried out.
Level 2
In cases where clients are not satisfied with the response, they can ask for the response to be reviewed. Enact Music shall respond within three days of receipt of the complaint and will provide a response within 15 working days.
Given that some issues may inevitably be more complex than others and may require longer to be appropriately investigated, the timescales given for handling and responding to complaints are indicative. In such cases, clients will receive communication explaining the actions being taken to deal with the issue and when a full reply can be expected and from whom.
