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Teignmouth Airshow and Events, Community Interest Company Complaints Procedure

At Teignmouth Airshow, our volunteer committee do their upmost to provide an excellent service and experience for all our stakeholders. However, we understand that occasionally concerns or issues may arise. We value feedback and are committed to addressing any complaints promptly and effectively. To ensure a fair and transparent process, we have established the following complaints procedure:

 

  1. Raising a complaint:

Complaints should be submitted in writing via email to info@teignmouthairshow.co.uk
or by post to FAO: Teignmouth Airshow, 12 St Pauls Road, Newton Abbott, TQ12 2HP

Please include your name, contact information, and a detailed description of the complaint, including relevant dates, individuals involved, and any supporting documentation.

  1. Acknowledgement:

Upon receiving your complaint, we will acknowledge it via email within 5 working days, please allow for postage in this timeframe if you have requested acknowledgement via post.

  1. Investigation:

Your complaint will be thoroughly investigated by an appointed member of our team.

We may contact you to request further information or clarification during the investigation process.

  1. Resolution:

We aim to resolve complaints as quickly as possible and within 28 working days of the acknowledgement being sent.

Once the investigation is complete, we will provide you with a written response detailing our findings and any actions taken to address the complaint.

If additional time is required to investigate complex issues, we will keep you informed of the progress and provide regular updates.

  1. Feedback:

Following the resolution of your complaint, we welcome any feedback on how we handled the process and if you are satisfied with the outcome.

Your feedback will help us improve our services and prevent similar issues from occurring in the future.

  1. Confidentiality:

All complaints will be treated confidentially, and information will only be disclosed to individuals involved in the investigation and resolution process.

  1. External Bodies:

If you remain dissatisfied after exhausting our internal complaints procedure, you have the right to escalate your complaint to relevant external bodies or regulators. This will depend on the nature of the complaint and guidance will be offered as to the next steps if you wish to progress further.