We are proud to be able to do this with a small team based in a number of locations across the UK.
This sets out our commitment and the standards of service we aim to provide. It applies to everyone who has contact with Creative UK, including:
We are committed to providing and maintaining a high-quality service that satisfies customer enquiries by providing clear, consistent, accurate and prompt information. To achieve this, we’re introducing this guidance so our employees know within what timescale they are expected to deliver to you and in turn you know what level of service you can expect when making contact with Creative UK.
Our team will respond to all enquiries within reason. To make this happen we are asking our people to deliver the following key commitments and service standards.
The Creative UK team is committed to maintaining a professional manner and;
Our people will:
We value difference and celebrate the creativity that it brings. We treat everyone as individuals and will consider personal circumstances when communicating. We will assist you by making reasonable adjustments so that you can access the opportunity on offer. Reasonable Adjustments may include but are not limited to;
When making adjustments we will consider each individual and their specific circumstances.
We keep it simple, let us know about the support that you would value at the time of application or registration for our programmes or opportunities, and we will adapt to ensure your experience with us is a positive one.
We are committed to being open and accessible and Creative UK welcomes all comments on its work and the services that it provides. If you have a concern about the services provided to you, please follow the steps set out below. Our complaints procedure is here to help us identify where our services or procedures might be improved.
The first step is to talk to a member of our staff. This can be done informally, either by arranging a meeting or by telephone. Usually, the appropriate staff member to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to approach someone else, then please ask for their line manager. We will try to resolve the problem on the spot if we can. If we can’t do this then we will take a record of your concern and arrange the best way and time for getting back to you.
Formal complaints should be raised within 3 months of the matter occurring. We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right. The first formal step is to put your complaint in writing, by email, to the appropriate staff member (the person who dealt with the matter in step 1). You should head the letter ‘Complaint’. In your email please set out the details, explaining what you think went wrong. We will acknowledge your complaint in writing within five working days of receiving it and the letter will say when you may expect a full response. This should normally be within 10 working days unless the matter is of a sensitive/ complex nature.
If you are not satisfied with the response to step 2 you should put your complaint in writing to the CEO. You should head the letter ‘Complaint’. In your letter please set out the details, explaining what you think went wrong and what you feel would put things right. Once the CEO receives a written complaint, she will arrange for it to be fully investigated. A member of the Executive team will acknowledge your complaint on behalf of the CEO in writing within five working days of receiving it and the response will say when you may expect a full response. Response times will depend on the matter. We will keep you informed on what action is being taken and tell you when we foresee a complete response.