Complaints Policy — The Contemporary Glass Society

Approved by Trustees: June 2026
Review Date: January 2027

1. Purpose

The Contemporary Glass Society is committed to providing a high standard of service. We welcome feedback and take complaints seriously as an opportunity to improve our services.

This policy applies to all complaints about our activities and services, including complaints about how we collect, use, store or otherwise process personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Data (Use and Access) Act 2025.

2. Who Can Make a Complaint?

Anyone who uses our services, volunteers with us, supports us, or is affected by our work may make a complaint.

Complaints may be made by email, telephone, in writing or verbally.

3. How to Make a Complaint

Informal Resolution

Where possible, we encourage concerns to be raised informally in the first instance.

Administrator:
Helen Slater Stokes
Telephone: +44 (0)1379 741120
Email: admin@cgs.org.uk

Formal Complaint

If the matter cannot be resolved informally, or you wish to make a formal complaint, please contact:

Chair of Trustees
Email: chair@cgs.org.uk

or write to:

29 Heron Drive
Brackley
Northamptonshire
NN13 6QE

Please provide as much information as possible so that we can investigate your complaint fully.

4. How We Will Handle Your Complaint

We will:

• acknowledge receipt of your complaint within 5 working days.


• investigate your complaint fairly and impartially.


• keep you informed if our investigation is likely to take longer than expected.


• normally provide a full written response within 20 working days.

If you are not satisfied with our response, you may request that the Board of Trustees reviews the matter. The Board's decision will normally represent the Society's final internal response.

5. Confidentiality

Complaints will be handled confidentially and shared only with those who need the information to investigate and resolve the matter. Personal information will be processed in accordance with applicable data protection legislation.

6. If You Remain Dissatisfied

If your complaint concerns the Society's handling of your personal data and you remain dissatisfied after our internal complaints process has been completed, you have the right to complain to the Information Commissioner's Office (ICO).

If your complaint concerns the governance or management of the charity, you may also contact the Charity Commission where appropriate.

7. Record Keeping

We keep a record of all formal complaints, together with the outcome and any actions taken. Complaint records are stored securely, retained in accordance with our data retention procedures and reviewed annually by the Board of Trustees to identify trends and opportunities for improvement.