Feedback

FEEDBACK HANDLING PROCEDURE

Your comments and complaints

We value your opinion
Glasgow Film (GFT, Glasgow Film Festival, Glasgow Short Film Festival, Glasgow Youth Film Festival) is committed to providing a high quality and accessible service to everyone we deal with, and we hope to make your experience with us an excellent one. We want to hear your comments and suggestions about the service you experienced when you contacted us, or when using any of our services. We also know that sometimes things go wrong, and that’s where our complaints policy comes in. If you have a comment or complaint you wish to make, you are encouraged to talk to us, as this will help us to learn from our mistakes and improve our service wherever possible.

What we will do
Regardless of what your complaint is about, or the medium you use to contact us, you will be dealt with seriously and impartially. We aim to acknowledge your complaint within three working days, and conclude it fully within ten. Where cases are more complex, or if your complaint is escalated (as outlined in ‘Handling your Complaint’) longer timescales may apply, and we will notify you about these when we talk to you. We want to put things right for you wherever we can, and we work to resolve matters quickly and fairly. We will explain to you what went wrong and why, and take action to remedy the situation. Sometimes, we can only apologise for certain situations, but we will draw upon your feedback to make recommendations for future improvements.

How to make a complaint
If you wish to make a complaint, you can do so by email or letter. All complaints should be made within 30 days of the date that the event occurred, or the date that the issue came to your attention.

Contact Glasgow Film:

• Email: feedback@glasgowfilm.org

• Write to: Feedback, Glasgow Film, GFT, 12 Rose Street, Glasgow, G3 6RB

All written feedback received by Glasgow Film (by letter or email) is logged and monitored to help us improve our visitors’ experience.

Handling Your Complaint 
We aim to resolve as many issues as we can the very first time you contact us. The member of staff you talk to will aim to see it through to resolution wherever possible, but he or she may need to liaise with other colleagues to make this happen. In some cases, you may receive your response from the person or department responsible for that aspect of our work. In the infrequent cases where your complaint is of a serious nature, if you remain dissatisfied with our conclusion the matter may be escalated to a higher level and reviewed by Glasgow Film’s Chief Executive. If you are still not happy, you can ask for your complaint to be looked at by our Trustees.

Remedies
The general principle we follow is that complainants should, so far as possible, be put in the position they would have been in had things not gone wrong. Our aim is to provide practical remedies wherever possible. When we get things wrong, we aim to:

• Sincerely apologise and take responsibility.
• Acknowledge and explain what went wrong and why.
• Endeavour to put things right without delay.
• Learn lessons from your complaint to improve our services.

Confidentiality
Your complaint will be dealt with in the strictest confidence. Information about you will be shared internally, only as necessary to investigate and resolve your complaint. We will only disclose your information to third parties with your consent, or if we are legally required to do so. Under UK data protection law you have the right to ask for a copy of the information we hold on you, and the right to ask us to correct any inaccuracies in that information.

For further information on this please contact us or see our privacy policy.

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