Our commitment

We are committed to providing everyone we work with a quality service but we realise that there are times when we don’t always succeed. If you’re unhappy about anything, we want to hear about it – without your feedback, we cannot improve.


Our Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively;
  • To ensure that all complaints are handled in a consistent manner throughout;
  • To increase customer satisfaction; 
  • To use complaints constructively in the planning and improvement of all services.

How the system works

At Open Up Music, our CEO and Operations Manager are responsible for making sure that all complaints are logged and actioned, and deciding who will monitor complaints to make sure that they are being dealt with.


Who can raise a complaint?

Open Up Music’s Complaints Procedure is available to:

  • Those who use Open Up Music’s services 
  • Those who purchase Open Up Music’s products 
  • Those affected by Open Up Music’s fundraising activities 
  • Open Up Music’s volunteers

How to make a complaint

If you are not happy, it is usually best to let the person who is providing the service know either by telephone, email, letter or in person, so that they can try to resolve the problem. Open Up Music would like to resolve any complaint as soon as possible and many complaints can be resolved informally.


If you’re not satisfied or do not wish an informal solution, you may pursue a formal complaint by emailing complaints@openupmusic.org or by post:


Open Up Music

436-441 Paintworks

Arnos Vale




If your complaint involves the Operations Manager or CEO, you can contact our Co-Chair and Designated Safeguarding Trustee, Lisa Tregale at  lisatregale@gmail.com.


You can make your complaint using your preferred method and format of communication. You may like to seek support from a relative, friend or advocate.


What happens next?

We will log the complaint and make sure that it is assigned to the most appropriate person. You will be sent a reply within 5 working days confirming that the complaint has been received and the name of the person who is dealing with your complaint.


You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.


In all cases, a complaint will be given full and fair consideration. However, if as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure.


If a criminal offence is alleged, then the police will be informed.


If you are not satisfied with the outcome

If you are not satisfied with the outcome, please do let us know. The complaint will be progressed so that somebody else can investigate it for you. If you are still unhappy about how we deal with your complaint you can contact the Charity Commission.


Acting on results

We will do everything we can to put things right and will review our procedures where necessary to stop problems from happening again.