While we endeavour to ensure that all our events are fun, all inclusive and a great experience for everyone, sometimes things may go wrong.

if you feel the need to make a complaint about one of our events, please see the following procedure we use use and complete the form if required.

Events Complaints Procedure:

Written records will be made by Northern Brickworks at each stage of the procedure.

Stage 1

In the first instance, committee member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2

If the complaint cannot be resolved informally, the member of the public should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the committee, to make this explanation.

a) A formal complaint can be made either verbally or in writing. If in writing the attached form should be used. If verbally, a statement should be taken by the Event Organiser.

b) In all cases, the complaint must be passed on to the Senior event organiser, In the event of a complaint about the Senior event organiser, the complaint should be passed to the Northern Brickworks Vice Chair, and if the complaint is about the Vice Chair this must be passed on to Northern Brickworks Chair person.

c) The Senior event organiser, or Northern Brickworks Committee member depending on the nature of the complaint, must acknowledge the complaint in writing within one week of receiving it.

d) One of the above will investigate the complaint. Any conclusions reached should be discussed with the person(s) involved.

e) The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter must be sent explaining why.

Stage 3

a) If the complainant is not satisfied with the above decision, then a sub-group of the Committee will be convened.

b) The sub-group will examine the complaint and may wish to carry out further interviews, examine files / notes. They will respond within four weeks in writing. Their decision will be final.

You can make a suggestion or complaint here