{"id":4609,"date":"2025-11-12T16:37:11","date_gmt":"2025-11-12T16:37:11","guid":{"rendered":"https:\/\/allin.online\/?post_type=standard&#038;p=4609"},"modified":"2026-10-20T02:55:13","modified_gmt":"2026-10-20T02:55:13","slug":"feedback-and-complaints","status":"publish","type":"standard","link":"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/continuous-improvement\/feedback-and-complaints\/","title":{"rendered":"Feedback and Complaints"},"content":{"rendered":"\n<div class=\"wp-block-ace-standard-fixed-content flex content-content bg_white padding indent two-column\"><div class=\"content_wrapper\"><h3 id=\"page_sub_nav\" class=\"mobile_only\">CS 4.02 Feedback and Complaints<\/h3><select aria-labelledby=\"page_sub_nav\" class=\"mobile_only\" id=\"nav_select\"><option value=\"#overview\">Overview<\/option><option value=\"#examples\">Practical example<\/option><option value=\"#key_considerations\">Key considerations<\/option><option value=\"#definitions_list\">Definitions and acronyms<\/option><option value=\"#learning_resources\">Learning Resources<\/option><option value=\"#linked_standards\">Linked Standards<\/option><option value=\"#references\">References<\/option><\/select><div class=\"action_links mobile_only\"><a href=\"https:\/\/form.jotform.com\/252393341563356?standard=Customer Service 4.02 Feedback and Complaints\" class=\"feedback_link button bg_secondary white\">Give us feedback on this Standard<\/a><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/\" class=\"return_link\">Back to Customer Service<\/a><\/div>\n<div id=\"overview\" class=\"wp-block-ace-standard-overview standard-content\"><h3>Overview<\/h3>\n<p class=\"wp-block-paragraph\">Your feedback and complaints procedure should be clear and easy to use. It is inconvenient for anyone to have to complain about bad service or a poor experience. This is exacerbated when making a complaint is inaccessible or the complaints process does not take accessibility into account. Making sure that your complaints process is accessible will provide a fairer service for all your visitors. It will also make it easier for you to learn from the experiences of disabled visitors. Remember that not all complaints from disabled visitors will be about accessibility.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Feedback and Complaints Procedure Standard makes sure that:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>people can access clear information about how to make a complaint<\/li>\n\n\n\n<li>people can understand the process for making a complaint and getting a response<\/li>\n\n\n\n<li>people can make a complaint in a way that is accessible for them<\/li>\n\n\n\n<li>people can be sure that their complaint has been heard and acted on<\/li>\n\n\n\n<li>your complaints process is built around the needs of your audience<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div id=\"examples\" class=\"wp-block-ace-standard-examples bg_grey inner-padding standard-examples\"><h3>Practical example<\/h3>\n<h4 class=\"wp-block-ace-heading\"><\/h4>\n\n\n\n<div class=\"wp-block-ace-standard-example standard-example\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ace-image content-image alt-block\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-ace-content-blocks border-top\">\n<div class=\"wp-block-ace-intro content-intro\"><p><strong>Example description<\/strong>: This organisation is offering a range of ways to contact them with feedback and complaints, including text relay service. There is clear information written in <span title=\"Plain English\" data-definition-name=\"Plain English\" data-definition=\"plain-english\" data-definition-id=\"4438\" class=\"ace-definition-inserter\"><\/span> about how to make a complaint. They explain what to expect from the process and give a realistic timescale for receiving a response. Their complaints policy explains how they make changes to policies and procedures because of learning from complaints.<\/p><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div id=\"key_considerations\" class=\"wp-block-ace-standard-key-considerations standard-key-considerations standard-content\"><h3>Key considerations<\/h3>\n<h4 class=\"wp-block-ace-heading\"><strong>A range of ways to&nbsp;give feedback or&nbsp;complain<\/strong>&nbsp;<\/h4>\n\n\n\n<div class=\"wp-block-ace-image content-image alt-block\"><figure class=\"fill block-image alt-block\"><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-37-scaled.jpg\" alt=\"A wheelchair user is at a customer service counter, interacting with a staff member. There are computer monitors on the desk, and a poster on the wall that reads \u201cThe Ancient Oak of Baldor.\u201d\"\/><button class=\"toggle_modal\" aria-controls=\"lightbox_6322\" aria-expanded=\"false\" data-modal_id=\"lightbox_6322\"><span class=\"screen-reader-text\">Zoom into the image<\/span><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.999\" height=\"31.994\"><g fill=\"#fff\"><path d=\"M13.648 27.287a13.579 13.579 0 0 0 8.168-2.718l7.425 7.425 2.758-2.758-7.425-7.425a13.644 13.644 0 1 0-10.925 5.477Zm0-23.389a9.748 9.748 0 1 1-6.89 2.855 9.737 9.737 0 0 1 6.89-2.853Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1776\"><\/path><path d=\"M11.701 19.49h3.9v-3.894h3.9v-3.9h-3.9v-3.9h-3.9v3.9h-3.9v3.9h3.9Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1777\"><\/path><\/g><\/svg><\/button><div class=\"alt_block\"><button class=\"alt_trigger\" aria-label=\"Eile\">Eile<\/button><div class=\"alt_modal\" id=\"image_block_6322\" role=\"dialog\" aria-label=\"Alt text\" aria-describedby=\"desc_image_block_6322\"><p id=\"desc_image_block_6322\">A wheelchair user is at a customer service counter, interacting with a staff member. There are computer monitors on the desk, and a poster on the wall that reads \u201cThe Ancient Oak of Baldor.\u201d<\/p><button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Eile<\/span><\/button><\/div><\/div><div id=\"lightbox_6322\" class=\"lightbox modal\" aria-hidden=\"true\" tabindex=\"-1\"><div class=\"lightbox-content\"><button class=\"close\" aria-controls=\"lightbox_6322\"><span class=\"screen-reader-text\">Close zoomed image<\/span>\u00d7<\/button><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-37-scaled.jpg\" alt=\"A wheelchair user is at a customer service counter, interacting with a staff member. There are computer monitors on the desk, and a poster on the wall that reads \u201cThe Ancient Oak of Baldor.\u201d\"\/><\/div><\/div><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Image description<\/strong>: A visitor speaking to a member of staff at a customer service counter. The visitor is a wheelchair user, and they are holding a leaflet. The staff member sits facing them and is engaging with them using positive and open body language.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure that you give people a choice of ways to communicate with you about their feedback or complaint, this could be by:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>email<\/li>\n\n\n\n<li>telephone<\/li>\n\n\n\n<li>online chat<\/li>\n\n\n\n<li>text relay service such as <a href=\"https:\/\/www.relayuk.bt.com\/\">Relay UK<\/a><\/li>\n\n\n\n<li>a <span title=\"Sign language relay service\" data-definition-name=\"Sign language relay service\" data-definition=\"sign-language-relay-service\" data-definition-id=\"4473\" class=\"ace-definition-inserter\"><\/span> such as <a href=\"https:\/\/www.convo.io\/uk\/about\" target=\"_blank\" rel=\"noreferrer noopener\">Convo UK <\/a>(formerly known as SignLive)<\/li>\n\n\n\n<li>in-person at your venue<\/li>\n\n\n\n<li>post<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Use visual methods of collecting feedback as well as verbal and written tools. For example, you could set up a voting box where visitors put a counter into a chosen slot, or a screen-based system where you can choose an emoji response.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Keep your feedback and complaints process simple. There should be as few steps for the visitor to complete as possible. A complicated process that takes a lot of time, energy, or understanding is a barrier for lots of people.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure this information is easy to find on your website. Clearly state how to make a complaint, separately from leaving feedback.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For more information about digital forms and surveys, refer to <a href=\"https:\/\/allin.online\/standard\/digital-communications\/links-buttons-forms-and-surveys\/forms\/\">Digital Communications 3.05 Forms<\/a> and <a href=\"https:\/\/allin.online\/standard\/digital-communications\/links-buttons-forms-and-surveys\/surveys\/\">Digital Communications 3.06 Surveys<\/a>.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Clear information about how to complain<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Explain clearly what information people should put in their complaint. This should include what happened, when and where the incident occurred, who was involved, and what actions they would like taken to resolve the issue.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Use clear, simple language and consider providing a separate <span data-definition=\"easy-read\" data-definition-id=\"4354\" title=\"Easy Read\" data-definition-name=\"Easy Read\" class=\"ace-definition-inserter\"><\/span> guide to your complaints process.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Provide information about what happens next<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Explain clearly what to expect once someone has made a complaint. For example:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>how quickly you will respond to the initial message (recommended within five working days)<\/li>\n\n\n\n<li>how quickly you will aim to resolve the complaint<\/li>\n\n\n\n<li>how often you will provide updates (if needed)<\/li>\n\n\n\n<li>what might be the remedies you can offer<\/li>\n\n\n\n<li>how you will use any information they share to resolve their complaint<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Clear, confident communication about complaints<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">You may receive feedback or complaints in person, by email or on the phone. Your team should have appropriate training, guidance, and clear processes to ensure that any person giving feedback feels heard and validated in their experience.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Everyone providing a response to access-related complaints should have completed disability equality training (refer to <a href=\"https:\/\/allin.online\/standard\/customer-service\/continuous-improvement\/401-training-and-skills-development\/\">Customer Service 4.01 Training and Skills Development<\/a>). You should treat the person making a complaint sensitively and communicate in a way that meets their needs. This might mean offering a <span data-definition=\"sign-language-interpreter-2\" data-definition-id=\"5114\" title=\"Sign language interpreter\" data-definition-name=\"Sign language interpreter\" class=\"ace-definition-inserter\"><\/span>, using clear language, or providing a written summary.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Be open and respectful. Do not be defensive when you get feedback or a complaint. Show that you understand what happened and how it affected the person. You can summarise their points to demonstrate this. Make sure you understand the complaint and the outcome they want. Ask questions if you need clarification.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When giving a response to a complaint, give a clear summary of the facts, what action you are going to take and when this will be done.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Be clear about what your organisation can do. Also, recognise when something is beyond your control. For example, if there is a problem with accessible parking near your venue, but not on your property, acknowledge that.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Use neutral, respectful language. Make sure that you acknowledge and apologise for any failings. Be clear when your organisation has provided its final response to a complaint.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Internal processes for handling complaints<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure that you prioritise handling complaints. Have a senior staff member who is accountable for your complaints policy and process. Your process should focus on getting the best outcome for the person who has complained and supporting any staff who have received a direct complaint about them.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Have a consistent process so that similar complaints are handled in similar ways and that resolutions are proportionate. Decide who is responsible for answering complaints about different topics. Have a clear procedure for escalating any complaints that need a response from someone in your leadership team.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Keep a complaints log and make sure you review this regularly.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Have clear arrangements for managing unacceptable behaviour from people who have previously complained. For example, if someone is unreasonably persistent about a resolved complaint or a previous complaint that was not correct.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Make clear plans to support any staff who receive a direct complaint about them.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Acting on complaints and feedback<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Complaints are often a good learning and development opportunity. Make sure that you record what you have agreed to do to make things right. Identify who is responsible for any actions and agree on when they will be done.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Have an accountable person in your leadership team who is responsible for updating policies and procedures, reflecting the learning from complaints and feedback. This applies to both negative and positive feedback. For example, if you receive good feedback for a new access provision, you could plan to offer this provision more widely in the future. See <a href=\"https:\/\/allin.online\/standard\/customer-service\/continuous-improvement\/accountability-structures\/\">Customer Service 4.03 Accountability Structures <\/a>for more information.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Remember, disabled people who share complaints or feedback about accessibility are not a learning resource. They should explain the access challenge but should not need to explain how to fix it. Educate yourselves on how to improve things. If you need more help, consider hiring disabled people as experts or seeking training. See <a href=\"https:\/\/allin.online\/standard\/customer-service\/continuous-improvement\/401-training-and-skills-development\/\">Customer Service 4.01 Training and Skills Development<\/a> for more guidance.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Accessible feedback<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure that any feedback forms, surveys, or questions you use are accessible. Keep questions short, relevant, and necessary. Ensure that online forms meet digital accessibility standards. See <a href=\"https:\/\/allin.online\/standard\/digital-communications\/links-buttons-forms-and-surveys\/surveys\/\">Digital Communications 3.06 Surveys<\/a> for more information.<\/p>\n\n\n\n<h4 class=\"wp-block-ace-heading\">Positive feedback<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Make sure that you record positive feedback and great access practice, as well as complaints. Let your staff know when they have done a great job, or their access awareness has improved someone\u2019s visit.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It is also beneficial to ask permission from the person giving the feedback if you can share this publicly or in your fundraising bids.<\/p>\n\n\n\n<div class=\"wp-block-ace-image content-image alt-block\"><figure class=\"fill block-image alt-block\"><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-2085-scaled.jpg\" alt=\"A person is holding a small ceramic object with both hands, examining it closely in an art gallery. Framed artworks are visible on the walls in the background.\"\/><button class=\"toggle_modal\" aria-controls=\"lightbox_6313\" aria-expanded=\"false\" data-modal_id=\"lightbox_6313\"><span class=\"screen-reader-text\">Zoom into the image<\/span><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.999\" height=\"31.994\"><g fill=\"#fff\"><path d=\"M13.648 27.287a13.579 13.579 0 0 0 8.168-2.718l7.425 7.425 2.758-2.758-7.425-7.425a13.644 13.644 0 1 0-10.925 5.477Zm0-23.389a9.748 9.748 0 1 1-6.89 2.855 9.737 9.737 0 0 1 6.89-2.853Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1776\"><\/path><path d=\"M11.701 19.49h3.9v-3.894h3.9v-3.9h-3.9v-3.9h-3.9v3.9h-3.9v3.9h3.9Z\" class=\"zoom_svg__has_white\" data-name=\"Path 1777\"><\/path><\/g><\/svg><\/button><div class=\"alt_block\"><button class=\"alt_trigger\" aria-label=\"Eile\">Eile<\/button><div class=\"alt_modal\" id=\"image_block_6313\" role=\"dialog\" aria-label=\"Alt text\" aria-describedby=\"desc_image_block_6313\"><p id=\"desc_image_block_6313\">A person is holding a small ceramic object with both hands, examining it closely in an art gallery. Framed artworks are visible on the walls in the background.<\/p><button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Eile<\/span><\/button><\/div><\/div><div id=\"lightbox_6313\" class=\"lightbox modal\" aria-hidden=\"true\" tabindex=\"-1\"><div class=\"lightbox-content\"><button class=\"close\" aria-controls=\"lightbox_6313\"><span class=\"screen-reader-text\">Close zoomed image<\/span>\u00d7<\/button><img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-2085-scaled.jpg\" alt=\"A person is holding a small ceramic object with both hands, examining it closely in an art gallery. Framed artworks are visible on the walls in the background.\"\/><\/div><\/div><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Image description<\/strong>: A delighted-looking visitor takes part in an object handling opportunity in a gallery. The visitor cups a grey circular-shaped vase with both hands and holds the item up to their face.<\/p>\n<\/div>\n\n\n\n<div id=\"specification_table\" class=\"wp-block-ace-specification-table bg_white specification_table hide\"><h3>Standard &#8211; specifications<\/h3><div class=\"bg_grey inner-padding\"><table class=\"specification-table\"><tbody><\/tbody><\/table><\/div><\/div>\n\n\n\n<div id=\"influencing_accessible_practice\" class=\"wp-block-ace-standard-influencing-accessible-practice standard-influencing-accessible-practice standard-content hide\"><h3>Influencing accessible practice<\/h3>\n<h4 class=\"wp-block-ace-heading\"><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/div>\n\n\n\n<div id=\"definitions_list\" class=\"wp-block-ace-definitions-list bg_white\"><h3>Definitions and acronyms<\/h3><div class=\"ace-definitions-list bg_grey inner-padding\"><div class=\"ace-definition-item\"><h4>Easy Read<\/h4><div><p>An alternative version of written information that uses simple words and pictures to help someone understand. Easy Read is often used by people with a Learning Disability.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Plain English<\/h4><div><p>A way of writing or speaking that is clear and simple and avoids jargon and hard words. Plain English or plain language helps everyone to understand information the first time they read it or hear it.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Sign language interpreter<\/h4><div><p>Sign language interpretation is translation of the spoken and sound elements of an experience to British or Irish Sign Language. It can be delivered by a sign language interpreter located apart from the main action (for example at the side of the stage, on a separate screen, on video accessed by QR code signage) or by signing character(s) or presenters embedded in the main action or overlaid on a video.<\/p>\n<\/div><\/div><div class=\"ace-definition-item\"><h4>Sign language relay service<\/h4><div><p>A sign language relay service provides on-demand access to an interpreter via an app video link. This supports sign language users over the phone or in-person.<\/p>\n<p>This is a paid-for service, which can be provided by an organisation or venue. Some users may also have access to a sign language relay service on their own device. An example of this is <a href=\"https:\/\/www.convo.io\/uk\/about\">Convo UK<\/a> (formerly known as SignLive).<\/p>\n<\/div><\/div><\/div><\/div>\n\n\n\n<div id=\"learning_resources\" class=\"wp-block-ace-standard-learning-resources standard-content  show\"><h3>Learning Resources<\/h3><div class=\"links-on-newtab-text\"><\/div>\n<h4 class=\"wp-block-ace-heading\">General<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.disabilityrightsuk.org\/resources\/making-complaint\" target=\"_blank\" rel=\"noreferrer noopener\">Disability Rights UK Making a Complaint<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.ballet.org.uk\/complaints-policy\/\">English National Ballet Complaints Policy<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.scope.org.uk\/advice-and-support\/failure-to-make-reasonable-adjustments-and-making-complaints\" target=\"_blank\" rel=\"noreferrer noopener\">Scope Failure to Make Reasonable Adjustments and Making Complaints<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.ombudsman.org.uk\/about-us\/our-principles\/principles-good-complaint-handling\" target=\"_blank\" rel=\"noreferrer noopener\">Parliamentary and Health Ombudsman Principles of Good Complaint Handling<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.artscouncil.org.uk\/developing-creativity-and-culture\/transforming-governance\/support-developing-policies#t-in-page-nav-2\" target=\"_blank\" rel=\"noreferrer noopener\">Arts Council&nbsp;England Support for Developing Policies<\/a>&nbsp;<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-ace-heading\"><strong>Plain English and Easy Read<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/abilitynet.org.uk\/factsheets\/what-easy-read\" target=\"_blank\" rel=\"noreferrer noopener\">AbilityNet What is Easy Read<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.ukaaf.org\/wp-content\/uploads\/2022\/12\/G030-UKAAF-Easy-Read.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">UKAAF Guide to Producing Easy Read Documents<\/a>&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.plainenglish.co.uk\/free-guides\" target=\"_blank\" rel=\"noreferrer noopener\">Plain English Campaign Free Guides<\/a>&nbsp;<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div id=\"skills_development\" class=\"wp-block-ace-standard-skills-development standard-skills-development standard-content hide\"><h3>Support and skills development<\/h3>\n<h4 class=\"wp-block-ace-heading\"><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/div>\n\n\n\t<div id=\"linked_standards\" class=\"wp-block page-links wp-block-ace-linked-standards \">\n\t\t\t<h3 class=\"block-title\">\n\t\t\t\tLinked Standards\t\t\t<\/h3>\n\t\t\t\t\t\t<div class='flex flex_50 link_blocks'>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"A group of people are seated around a table covered with papers, notebooks, and coffee cups.\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/All-In-2-10-Group-activity-07-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"6344\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_3670\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_3670\">A group of people are seated around a table covered with papers, notebooks, and coffee cups.<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/continuous-improvement\/401-training-and-skills-development\/\" class=\"card_target\">CS 4.01 Training and Skills Development<\/a><\/h4>\n\t\t\t\t\t\t\t\t<p>Create opportunities for staff, volunteers and freelancers to receive regular disability and intersectionality training, guidance and self-development tools.<\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey--dark\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-175-1024x683.jpg\" class=\"attachment-large size-large wp-post-image\" alt=\"Several people are seated in a theatre with teal-coloured seats, watching something on stage or screen. One person is wearing an audio description receiver on a neck loop. In the background, someone is wearing bright orange ear defenders.\" srcset=\"https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-175-1024x683.jpg 1024w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-175-300x200.jpg 300w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-175-768x512.jpg 768w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-175-1536x1024.jpg 1536w, https:\/\/allin.online\/wp-content\/uploads\/2025\/11\/ACE-All-In-175-2048x1365.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"6316\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4610\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4610\">Several people are seated in a theatre with teal-coloured seats, watching something on stage or screen. One person is wearing an audio description receiver on a neck loop. In the background, someone is wearing bright orange ear defenders.<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4>CS 4.03 Accountability Structures<\/h4>\n\t\t\t\t\t\t\t\t<p>Creating an accountability structure to ensure that commitments to accessibility (and anti-ableism) are maintained.<a href=\"\/login\" class=\"locked card_target\"><span aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.999\" height=\"18\" viewBox=\"0 0 14.999 18\">\n  <path id=\"unlock\" d=\"M13.507,7.5H3.75V5.249A3.741,3.741,0,0,1,11.022,4l1.133-1.133a5.234,5.234,0,0,0-9.9,2.378V7.5H1.493A1.5,1.5,0,0,0,0,9V16.5A1.5,1.5,0,0,0,1.493,18H13.507A1.5,1.5,0,0,0,15,16.5V9a1.5,1.5,0,0,0-1.492-1.5\" transform=\"translate(0)\" fill=\"#472961\" fill-rule=\"evenodd\"\/>\n<\/svg><br \/>\n<\/span>This content is only available to logged in users.<\/a><\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey--dark\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/themes\/ace\/assets\/fallback.jpeg\" alt=\"Placeholder image\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"0\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4555\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4555\">Placeholder image<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4>DC 3.05 Forms<\/h4>\n\t\t\t\t\t\t\t\t<p>Build forms that are easy to understand, complete, and submit.<a href=\"\/login\" class=\"locked card_target\"><span aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.999\" height=\"18\" viewBox=\"0 0 14.999 18\">\n  <path id=\"unlock\" d=\"M13.507,7.5H3.75V5.249A3.741,3.741,0,0,1,11.022,4l1.133-1.133a5.234,5.234,0,0,0-9.9,2.378V7.5H1.493A1.5,1.5,0,0,0,0,9V16.5A1.5,1.5,0,0,0,1.493,18H13.507A1.5,1.5,0,0,0,15,16.5V9a1.5,1.5,0,0,0-1.492-1.5\" transform=\"translate(0)\" fill=\"#472961\" fill-rule=\"evenodd\"\/>\n<\/svg><br \/>\n<\/span>This content is only available to logged in users.<\/a><\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex_item post_item bg_grey--dark\">\n\t\t\t\t\t\t\t<picture class=\"featured-img alt-block\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/allin.online\/wp-content\/themes\/ace\/assets\/fallback.jpeg\" alt=\"Placeholder image\" \/>\t\t\t\t\t\t\t\t<div class = \"alt_block\">\n\t\t\t\t\t\t\t\t\t<button class=\"alt_trigger\" aria-label=\"Open the Image Description\">Eile<\/button>\n\t\t\t\t\t\t\t\t\t<div class=\"alt_modal\" id=\"0\" role=\"dialog\" aria-label=\"Image Description\" aria-describedby=\"desc_4556\">\n\t\t\t\t\t\t\t\t\t\t<p id=\"desc_4556\">Placeholder image<\/p>\n\t\t\t\t\t\t\t\t\t\t<button class=\"close\">D\u00f9in <span class=\"screen-reader-text\">Tuairisgeul Dealbh\n<\/span><\/button>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t<div class=\"linked_standard--content inner-padding card\">\n\t\t\t\t\t\t\t\t<h4>DC 3.06 Surveys<\/h4>\n\t\t\t\t\t\t\t\t<p>Create surveys in ways that are easy to understand and fill out.<a href=\"\/login\" class=\"locked card_target\"><span aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"14.999\" height=\"18\" viewBox=\"0 0 14.999 18\">\n  <path id=\"unlock\" d=\"M13.507,7.5H3.75V5.249A3.741,3.741,0,0,1,11.022,4l1.133-1.133a5.234,5.234,0,0,0-9.9,2.378V7.5H1.493A1.5,1.5,0,0,0,0,9V16.5A1.5,1.5,0,0,0,1.493,18H13.507A1.5,1.5,0,0,0,15,16.5V9a1.5,1.5,0,0,0-1.492-1.5\" transform=\"translate(0)\" fill=\"#472961\" fill-rule=\"evenodd\"\/>\n<\/svg><br \/>\n<\/span>This content is only available to logged in users.<\/a><\/p>\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"31.832\" height=\"24\" viewBox=\"0 0 31.832 24\">\n  <path id=\"arrow\" d=\"M33.728,24.848l-10.2-10.2a1.773,1.773,0,1,0-2.508,2.508l7.189,7.189H4.272a1.772,1.772,0,0,0,0,3.545H28.178L21.022,35.08a1.755,1.755,0,0,0,0,2.508,1.827,1.827,0,0,0,1.271.536,1.747,1.747,0,0,0,1.271-.536L33.8,27.355a1.827,1.827,0,0,0,.536-1.271,2.283,2.283,0,0,0-.6-1.237Z\" transform=\"translate(-2.499 -14.123)\" fill=\"#472961\"\/>\n<\/svg>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\t<div id=\"references\" class=\"wp_block references wp-block-ace-standard-references \">\n\t\t<h3 class=\"block-title\">\n\t\t\tReferences\t\t<\/h3>\n\n\t\t<div class=\"links-on-newtab-text\"><\/div>\n\t\t<ol class=\"references-list\">\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>AbilityNet (n.d.) What Is Easy Read [online] Available at: <a href=\"https:\/\/abilitynet.org.uk\/factsheets\/what-easy-read\">AbilityNet easy read guide<\/a> [Accessed 04 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Arts Council England (n.d.), Support for Developing Policies [online] Available at: <a href=\"https:\/\/www.artscouncil.org.uk\/developing-creativity-and-culture\/transforming-governance\/support-developing-policies#t-in-page-nav-2\">Support for developing policies<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Disability Rights UK (n.d.), Making a Complaint [online] Available at: <a href=\"https:\/\/www.disabilityrightsuk.org\/resources\/making-complaint\">DRUK making a complaint<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>English National Ballet (n.d.), Complaints Policy (example) [online] Available at: <a href=\"https:\/\/www.ballet.org.uk\/complaints-policy\/\">English National Ballet complaints policy<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Parliamentary and Health Ombudsman (n.d.), Principles of Good Complaint Handling [online] Available at: <a href=\"https:\/\/www.ombudsman.org.uk\/about-us\/our-principles\/principles-good-complaint-handling\">Principles of good complaint handling<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Plain English Campaign (n.d.) Free Guides [online] Available at: <a href=\"https:\/\/www.plainenglish.co.uk\/free-guides\">Plain English Campaign Free Guides<\/a> [accessed 04 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p>Scope UK. (n.d.) Failure to Make Reasonable Adjustments and Making Complaints [online] Available at: <a href=\"https:\/\/www.scope.org.uk\/advice-and-support\/failure-to-make-reasonable-adjustments-and-making-complaints\">Failure to make reasonable adjustments and making complaints<\/a> [Accessed 10 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t\t\t<li class = \"references-list-item\"><p><span class=\"TextRun SCXW232271509 BCX0\" lang=\"EN-GB\" xml:lang=\"EN-GB\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW232271509 BCX0\">UK Association for Accessible Formats (UKAAF) <\/span><\/span>(n.d.) Guide to Producing Easy Read Documents [online] Available at: <a href=\"https:\/\/www.ukaaf.org\/wp-content\/uploads\/2022\/12\/G030-UKAAF-Easy-Read.pdf\">UKAAF Easy Read guide<\/a> [Accessed 04 June 2025]<\/p>\n<\/li>\n\t\t\t\t\t<\/ol>\n\t<\/div> \n<\/div><aside class=\"sidebar flex-item\"><h3>CS 4.02 Feedback and Complaints<\/h3><nav class=\"sub-nav\"><ul><li><a href=\"#overview\">Overview (Back to top)<\/a><\/li><li><a href=\"#examples\">Practical example<\/a><\/li><li><a href=\"#key_considerations\">Key considerations<\/a><\/li><li><a href=\"#definitions_list\">Definitions and acronyms<\/a><\/li><li><a href=\"#learning_resources\">Learning Resources<\/a><\/li><li><a href=\"#linked_standards\">Linked Standards<\/a><\/li><li><a href=\"#references\">References<\/a><\/li><\/ul><\/nav><div class=\"hide fixed scroll_menu\" aria-live=\"polite\"><h3>CS 4.02 Feedback and Complaints<\/h3><ul><li><a href=\"#overview\">Overview (Back to top)<\/a><\/li><li><a href=\"#examples\">Practical example<\/a><\/li><li><a href=\"#key_considerations\">Key considerations<\/a><\/li><li><a href=\"#definitions_list\">Definitions and acronyms<\/a><\/li><li><a href=\"#learning_resources\">Learning Resources<\/a><\/li><li><a href=\"#linked_standards\">Linked Standards<\/a><\/li><li><a href=\"#references\">References<\/a><\/li><\/ul><a href=\"https:\/\/form.jotform.com\/252393341563356?standard=Customer Service 4.02 Feedback and Complaints\" class=\"feedback_link button bg_secondary white\">Give us feedback on this Standard<\/a><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/\" class=\"return_link\">Back to Customer Service<\/a><\/div><a href=\"https:\/\/form.jotform.com\/252393341563356?standard=Customer Service 4.02 Feedback and Complaints\" class=\"feedback_link button bg_secondary white\">Give us feedback on this Standard<\/a><a href=\"https:\/\/allin.online\/gd-gb\/standard\/customer-service\/\" class=\"return_link\">Back to Customer Service<\/a><\/aside><\/div>\n","protected":false},"featured_media":6322,"parent":3669,"menu_order":2,"template":"","class_list":["post-4609","standard","type-standard","status-publish","has-post-thumbnail","hentry"],"acf":{"short_description":"Have a clear means for customers to provide feedback and complaints.","make_visible_to_taster_account":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - 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