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Complaints Policy

The Late Night Veterans Show Ltd

Version: 1.0
Effective Date: [August 2025]
Review Date: [August 2026]

1. Purpose

The Late Night Veterans Show Ltd is committed to providing a professional, respectful, and high-quality service to all viewers, listeners, guests, partners, sponsors, volunteers, and members of the public.

We take all complaints seriously and view them as an opportunity to improve our services, processes, and standards. This policy sets out how complaints will be handled fairly, consistently, and promptly.

2. Scope

This policy applies to complaints relating to:

  • Programmes, broadcasts, or published content.

  • Conduct of employees, volunteers, contractors, presenters, or representatives.

  • Customer service and communications.

  • Events organised by The Late Night Veterans Show Ltd.

  • Partnerships, sponsorship arrangements, and business activities.

  • Any other aspect of the company's operations.

This policy does not cover:

  • Employment grievances raised by employees (which are dealt with under separate HR procedures).

  • Issues currently subject to legal proceedings.

  • Anonymous complaints where insufficient information is provided to investigate.

3. Definition of a Complaint

A complaint is any expression of dissatisfaction regarding the services, conduct, actions, decisions, or operations of The Late Night Veterans Show Ltd where a response or resolution is expected.

4. How to Make a Complaint

Complaints should be submitted in writing wherever possible and include:

  • Full name.

  • Contact details.

  • Details of the complaint.

  • Date and time of the incident (if applicable).

  • Any supporting evidence.

Complaints may be submitted via:

Email: [Insert Complaints Email Address]

Postal Address:
The Late Night Veterans Show Ltd
[Insert Registered Office Address]

5. Complaint Handling Process

Stage 1 – Acknowledgement

We will acknowledge receipt of a complaint within 5 working days.

Stage 2 – Investigation

A suitable member of management will investigate the complaint by:

  • Reviewing relevant information and evidence.

  • Speaking with involved parties where appropriate.

  • Assessing whether company policies have been followed.

Stage 3 – Response

A written response will normally be provided within 20 working days of receiving the complaint.

Where additional time is required, the complainant will be informed of the reason and provided with an updated timescale.

6. Outcomes

Following investigation, outcomes may include:

  • An explanation or clarification.

  • An apology where appropriate.

  • Corrective action.

  • Review or amendment of procedures.

  • Staff training or guidance.

  • No further action where the complaint is not upheld.

7. Appeals

If a complainant is dissatisfied with the outcome, they may request a review within 10 working days of receiving the decision.

The review will be conducted by a Director or another person not previously involved in the investigation where possible.

A final written decision will normally be issued within 20 working days.

8. Confidentiality

All complaints will be handled confidentially and in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Information will only be shared with individuals directly involved in the investigation and resolution of the complaint.

9. Record Keeping

The Late Night Veterans Show Ltd will maintain records of complaints received, investigations undertaken, outcomes reached, and any corrective actions implemented.

Records will be retained in accordance with the company's data retention procedures.

10. Unreasonable or Vexatious Complaints

The company reserves the right to limit or cease correspondence where a complainant:

  • Uses abusive, threatening, or discriminatory language.

  • Repeatedly raises the same issue after it has been fully addressed.

  • Makes unreasonable demands that prevent fair investigation.

Any such decision will be made fairly and documented appropriately.

11. Monitoring and Review

This policy will be reviewed annually or sooner where required by changes in legislation, company operations, or identified best practice.

 

 

Approved By: Darren Edmundson

Position: Director

Date: 02 August 2025

Join our team today,

Email,

latenight.veteransshow@gmail.com

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