Open Up Music is the Registered Charity (no. 1167028) behind the National Open Youth Orchestra and Open Orchestras. The National Open Youth Orchestra (NOYO) is also a working name for Open Up Music.
In this document, when you see the words ‘we’, ‘us’ or ‘our’, they refer to Open Up Music, the National Open Youth Orchestra or Open Orchestras.
In addition to NOYO and Open Orchestras, Open Up Music is involved in research and development of the Clarion, an accessible musical instrument, and related software.
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 are unhappy about anything, we want to hear about it - without your feedback, we cannot improve.
Our Complaints Procedure has the following goals:
At Open Up Music our CEO and Head of Operations 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.
Open Up Music’s Complaints Procedure is available to:
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 are not satisfied or do not wish an informal solution, you may pursue a formal complaint by emailing us at complaints@openupmusic.org or by post:
Complaints
Open Up Music
Streamline
436-441 Paintworks
Bristol
BS4 3AS
If your complaint involves the Head of Operations or CEO, you can contact our Chair Judith Webster, at judith.webster63@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.
We will log the complaint and make sure that it is assigned to the most appropriate person. You will be sent a reply within five 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, 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.
We will do everything we can to put things right and will review our procedures where necessary to stop problems from happening again.