CHAIN EVENTS (North East)Ltd will promote environmental awareness that all staff, volunteers and clients are familiar with the commitments and objectives set out in the policy. The implementation at the environmental objectives, will make use of and take into consideration local skills, expertise and valuable contribution of local people to achieve their aims.
Each policy objective is set out below:
Date Created November 2009
Our policy is to provide and maintain safe and healthy working conditions, equipment and systems of work for all our employees, and to provide such information, training and supervision as they need for this purpose. We also accept our responsibility for the health and safety of other people who may be affected by our activities. The allocation of duties for safety matters and the particular arrangements, which we will make to implement the policy, are set out below. The policy will be kept up to date, particularly as the Chain Events (North East) Ltd changes in nature and size to ensure our responsibilities are met in relation to:
To ensure this, the policy and the way in which it has operated will be reviewed every year.
Overall and final responsibility for health and safety is that of Chain Events (North East) Ltd’s directors. The Chain Events (North East) Ltd Managing Director is responsible for this policy being carried out and for ensuring the preparation, implementation and review of risk assessments and safe work practices.
Employees will ensure that they co-operate with all reasonable requests from the Directors to ensure all standards are maintained.
Electrical equipment will be professionally inspected annually.
The Managing Director, in the role of Health and Safety Officer will ensure a risk assessment is prepared and safe work practices are in place to ensure trailing wires are covered and fastened down, portable equipment is placed in a safe position, regular visual checks of equipment are made, equipment faults are reported and corrected.
Employees must visually inspect equipment they use and report any defects or faults to the Managing Director. Equipment for hire or use by visitors will be inspected visually prior to the event for loose connections and faults to plugs or cables. Equipment with known faults will not be used.
Chain Events (North East) Ltd offers to all display screen users a free eye test with a designated optician on request where this is not related to a regular optician's appointment.
Employees will be expected to assess their workstation and ensure it meets their individual needs. Information in adjusting their workstation and good work practices will be available.
Manual handling will be reduced as far as possible by monitoring and reviewing of all work tasks. The Managing Director will ensure a risk assessment is prepared of manual handling tasks and agree with employees safe work practices. These work practices will be reviewed to meet individual needs, particularly where changes in health indicate they are not appropriate e.g. pregnancy, known back complaints. Employees must bring to the attention of their line manager any health problems that may be affected by handling activities.
All staff will complete an induction programme with information about Health and Safety arrangements within the organisation. Any updates or changes to these arrangements will be discussed at staff meetings and supervision sessions. Staff will be offered further Health and Safety training to support their identified needs appropriate to their work tasks.
Organisations or contractors using the premises will be informed that they must comply with the requirements of the Health & Safety at Work Act 1974 and that their employees, trainers, trainees and volunteers are made aware of their own duties and liabilities under the Act. Information will be made available to contractors of known hazards on the premises and of emergency procedures.
Information and advice on Health and Safety arrangements should first be sought from the Managing director.
Date Created November 2009
The aim of the code of practice is to provide event management/instructors/coaches working for CHAIN EVENTS (North East) Ltd with the guidance required in running practical activity sessions in a fun and informative manner without exposing clients to avoidable risk of injury.
1. Event/Activity key points
1.1 agree the aim of the session with the client.
1.2 agree an evaluation of the session.
1.3 communicate session aims with leaders/instructors/coaches.
1.4 allow for briefing and evaluation with instructors/coaches/clients.
2.1 good background knowledge should be gained in advance of the activity with regard to client’s age, ability, fitness, experience, including social and medical requirements.
2.2 ensure clients have been given clear and achievable instruction with regard to pre session, during session and post session information
3.1 staffing should be adequate to cover any eventuality and to ensure session aims are achieved
3.2 sub contracted staff will be fully aware of CHAIN EVENTS (North East) Ltd’s Event/Activity Structure Plan (see clause 4) and Guidelines for Good Working Practice (see Clause 10)
3.3 all staff must be competent in terms of experience and ability to run sessions and will have the relevant qualifications or extensive logged experience for the activity undertaken, copies of which will be kept in the CHAIN EVENTS (North East) Ltd office prior to and during employment
3.4 trainee instructors/coaches or volunteers assisting during sessions will be given an onsite brief and will only act as secondary help to an instructor/coach with an appropriate qualification.
4. Event/Activity Structure Plan
4.1 Activity/Event plans should be realistic, workable and flexible enough to deal with any unforeseen changes in circumstances.
4.2 agree Event/Activity Aim; individuals’ personal needs and requirements.
4.3 check access and suitability of chosen event/activity location.
4.4 obtain up to date weather forecast.
4.5 prepare note of details of event/activity times, location, route etc. This will be either at the Chain Events Ltd office or in the CHAIN EVENTS (North East)Ltd mobile unit.
4.6 brief group and staff on activity plan/contingency plan.
4.7 full checks of personal kit for both participants and leaders/instructors.
4.8 a responsible person back at the CHAIN EVENTS (North East) Ltd office will be aware of the event/activity itinerary.
4.9 all staff need to be aware of their location when agreeing route and calling in times after the event/activity. Any changes to venue/route due to unforeseen adverse conditions, access problems or other reasons should be conveyed to the event Organiser and the CHAIN EVENTS (North East) Ltd office as soon as possible.
4.10 ensure participants have sufficient rations of food and drink for the duration of the sessions
4.11 ensure backup transport support is available for emergency support purposes
5.1 All CHAIN EVENTS (North East) Ltd technical equipment will be checked before and after each activity session by the leader/instructor/coach leading the session or by a nominated individual with sound knowledge/experience in the activity. Any equipment found to be faulty will be clearly labelled and taken out of action immediately.
5.2 equipment should be adequate for the activity and be readily assessable during the session. 5.3 emergency equipment must comply with the guidelines laid down for the activity undertaken and must be readily available throughout the activity session. 5.4 CHAIN EVENTS (North East) Ltd will ensure clients/assistant staff/volunteers are all adequately equipped or fully briefed for the event/activity undertaken, dependant on the nature of the event/activity.
6. Environmental issues
6.1 CHAIN EVENTS (North East) Ltd will ensure each event/activity plan will take into account the environmental impact the event/activity could have on the countryside. They will ensure good relationships are maintained with local landowners and other land users.
6.2 CHAIN EVENTS (North East)Ltd will provide an event/activity briefing on the understanding and respect for the countryside and local environment.
7.1 Travel requirements will be pre planned and clear instructions given to reduce stress and increase the safety and comfort of the clients
7.2 All cycles, equipment, vehicles and drivers must conform to legal requirements.
8. Food Hygiene
8.1 Where the preparation and provision of food forms part of the event/activity, CHAIN EVENTS (North East) Ltd will comply with Food Hygiene standards in the commissioning of catering services
9.1 Reporting plays a major part in the smooth running of CHAIN EVENTS (North East)Ltd. The following list represents CHAIN EVENTS (North East) Ltd’s comprehensive reporting system: -
a Activity booking form
b Activity log
c Activity risk assessment/near miss form
d Staff profile
e Medical form
f Accident form
g Evaluation form
10. Guidelines for good working practice
10.1 Event/activity aims & Objectives CHAIN EVENTS (North East) Ltd strives to deliver educational and leisure activities defining clear aims, objectives and individual goals. To strengthen and back up this delivery to our clients, the following guidelines outline the roles and responsibilities of freelance/casual/voluntary staff whilst engaged in CHAIN EVENTS (North East) Ltd work as either a leader or assistant.
10.2 Event/activity preparation. Staff booked to lead/assist sessions for CHAIN EVENTS (North East)Ltd will contact the office prior to the activity date to ensure the following paperwork is complete and copies are retained in both the CHAIN EVENTS (North East) Ltd office and in the mobile unit.
a) staff profile
b) original up to date qualifications inspected and copies taken
c) inspection of individuals third party liability cover and copies taken
d) booking/activity/medical forms are complete for group background info
e) activity log including risk assessment/accident/near miss and evaluation forms
10.3 It is important that freelance and volunteer staff are honest about their ability to deliver activities, any concerns regarding session work must be aired before the activity date. Safety is of paramount importance and were appropriate, any alterations to the program due to changes in circumstances for example weather conditions, must be considered.
10.4 Freelance instructors/coaches/volunteers are offered work on the understanding that they are seen as a CHAIN EVENTS (North East) Ltd instructor working for the company and not just the group. Professional attitudes must prevail at all times. Hours of work may vary but in the event of late arrival of the group it will be expected that staff will use the time productively to help with the smooth running of the company with regard to maintenance, paperwork, etc.
11 First Aid Regulations
11.1 CHAIN EVENTS (North East) Ltd recognises its responsibilities under the Health and Safety (First Aid) Regulations 1981,S11981/917 which:
i) Refer to employees
ii) Through a duty of care / risk assessment relate to clients engaged in outdoor activities.
11.2 CHAIN EVENTS (North East) Ltd’s Health and Safety document states that:
i) Emergency First Aid may be administered by anyone so qualified but only so far as knowledge and skill permit.
ii) All instructional staff will hold or be preparing for examination for a nationally recognised First Aid qualification.
iii) In all cases of administration of First Aid, an Accident Report form is to be completed. They are used in risk assessment to identify potential changes necessary to maintain safe practice.
11.3 Activity Emergency Procedures. The emergency procedure for every activity can be summarised:
i) Administer First Aid to the Casualty
ii) Ensure the safety of the remainder of the group
iii) Inform the event Manager
iv) Seek aid and evacuation where appropriate
v) Report to base if necessary
vi) DO NOT ADMIT RESPONSIBILITY!
vii) In order to avoid an emergency it will be up to the instructors considered judgement as to when an activity will be abandoned.
Where a client/group is overdue on its return from an activity session initial investigation as to the causes will be initiated as follows:- . Land activities - wait 1 hour - check activity/route location - search location 60 minutes. Emergency procedures will then be implemented at the discretion of the Event Manager. CHAIN EVENTS (NORTH EAST) LTD OFFICE TELEPHONE NUMBER – 01207 502388 DAVID GRAYS MOBILE TELEPHONE NUMBER - 07770 623516
11.4 Serious Incident Procedure. This sets out the procedure to be followed in the event of a serious incident.
i) In the event of a serious incident which may or may not involve the emergency services David Gray should be contacted immediately.
ii) ONE appointed person will serve as a point of contact for any Public statements or Press questions. All incoming enquiries should be directed to this single point to avoid miscommunication. All statements will be given at an appointed time and place and not before
iii) No Press statement can be issued until the Family of the injured party has been contacted.
11.5 ACCIDENT REPORTING
Considering the nature of the activities it is inevitable that accidents may sometimes occur, therefore it is important that all instructors/coaches are familiar with CHAIN EVENTS (North East)Ltd’s methods for investigating and reporting as follows: -
i) Statutory obligations
ii) The Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1985 makes it the responsibility of CHAIN EVENTS (North East) Ltd to report certain specified incidents to the Health and Safety Executive
11.5.1 Fatal accidents. The death of any person as a result of an accident arising out of or in connection with work/activity.
11.5.2 Major injury accidents.These are defined as follows: -
i) Fracture of skull spine or pelvis
ii) Fracture of any bone in the arm, wrist, leg or ankle (but excluding a bone in the hand or foot).
iii) Amputation of a hand or foot
iv) Amputation of a finger, thumb or toe, or any part of these where the bone/joint is completely severed.
v) The loss of sight of an eye, or a chemical or hot metal burn to an eye.
vi) Either injury (including burns) requiring immediate medical attention or loss of consciousness resulting in either case from an electric shock from any electrical circuit or equipment, whether or not due to direct contact. (This therefore includes cases where a person is injured by arcing or a flash over without actually touching live equipment).
vii) Loss of consciousness resulting from lack of oxygen.
viii)Any acute illness requiring medical treatment, plus any loss of consciousness resulting (in either case) from the absorption of any substance by inhalation, ingestion or through the skin.
ix) Acute illness requiring medical treatment where there is reason to believe that this resulted from exposure to a pathogen or infected material.
x) Any other injury which results in the injured person being admitted immediately into hospital for more than 24 hours. (N.B in relation to the 1980 regulations, the addition of the word immediately and that there is no exemption where the person is kept in for observation only).
11.5 Minor injury accidents
These are defined as follows: -
i) Small cuts and abrasions
11.6 General Guidelines
11.6.1 A minor emergency is an incident which, if handled properly does not result in a lifethreatening situation. It would normally be dealt with by the nearest instructor/coach who will follow the standard first aid procedures.
11.6.2 All minor accidents and near misses should be reported at the first convenient opportunity to David Gray at the CHAIN EVENTS (North East) Ltd office on 01207 502388 and the appropriate forms should be completed.
11.6.3 A major emergency is one were an incident occurs resulting in a serious injury or life threatening situation. In most case it would involve members of the emergency services.
11.6.4 Any death or major injury (see list in accident reporting) should be reported to David Gray at CHAIN EVENTS (North East)Ltd immediately on mobile telephone number 07770 623516 who will contact the Health and Safety Executive as soon as is possible. If out of normal working hours it should be reported at the start of the next working day. If at weekend it should be reported first thing Monday morning.
12 General Statement
This page is designed to help all customers whether they be leaders, teachers or parents as well as our instructors to understand the importance of outdoor activities and to see that CHAIN EVENTS (North East) Ltd are actively promoting adventure activities and outdoor pursuits. Risk assessment is at the forefront of the process of delivering adventure activities and outdoor pursuit’s activities. Each activity on our website is risk assessed and regularly revisited when change is required. As well as a generic risk assessment we also complete site specific risk assessments on the various venues we use. On top of this all our instructors complete a visual ongoing risk assessment during activity sessions to ensure the safety of clients at all times.
13 Activity profile
Mountain biking - Technical advisor – David Gray 01207 502388 / 07770 623516
B.S.C.A off road leader / O.T.C off road leader trained 1.Accreditation
British Schools Cycling Association - Off Road Leaders Award
21 Bedhampton road, North End, Portsmouth, PO2 7JY, 01705 642226
Off Road Training Consultancy - Off Road Leaders Award Level 1 & 2
P.O Box 1506, Sheffield, S6 2JZ, 0114 2310240
The above are relevant qualifications for leading off road cycling sessions under 1600 feet. The minimum requirement for mountain biking above 1600 feet is the above and the summer mountain Please feel free to check with either the Adventure Activities Licensing Authority regarding the validity of our license L2669/R1134 at 44 Lambourne Crescent, Llanishen, Cardiff, CF14599, Telephone 02920 755715
ZURICH insurance, Zurich House, Stanhope Road, Portsmouth, Hampshire, PO11DU
Please note that we are more than happy to fax, e-mail or send you a photo copy of either the AALA License or our insurance certificate
Date Created November 2009
By submitting your information you consent to the use of that information as laid out below.
2. The information we collect and how we use it
In order to purchase products or services from us, we may need to know your name, address, and email address and various other details. We gather this information to allow us to contact you efficiently and deal with your requirements. The relevant information is then used by us, and our agents to communicate with you regarding our products and services or as otherwise required.
If you wish to register for [newsletter services etc] you must provide us with your name and email address. From time to time we may provide the information that you have provided in subscribing to the [newsletter] [or in purchasing products or services through the website] to our customer service agencies for research and analysis purposes so that we can monitor and improve the services we provide.
We may also wish to provide you with information about special features of our website or any other services or products from CHAIN EVENTS (North East) Ltd and our associated companies that we think may be of interest to you. If you would rather not receive this information, please send a blank email message to firstname.lastname@example.org.
We may also want to provide you with related information from third parties we think may be of interest to you. If you would rather not receive this information, please send an email to email@example.com.
Aside from the matters laid out above, your personal data will not be disclosed to any third party save with your consent.
CHAIN EVENTS (North East) Ltd employ information gathering technologies for the purposes of collecting information and statistics about the users of this site, but such information will not be used to identify any individual. The purpose of gathering such information is to assist us to analyse the use of the website and revise it for the benefit of our customers by making your visit to the site more efficient and to improve and increase the content found to be most popular.
You may adjust your computer’s settings to block cookies, or to accept them only on confirmation from you. Some browsers can be adjusted to accept cookies only from certain websites. Because of the wide variety of browsers and operating systems used by our customers we cannot provide detailed instructions for this however your browser should contain details in its help facility.
4. Updating your details
If any of the information that you have provided to CHAIN EVENTS (North East) Ltd changes, for example if you change your email address, please let us know the correct details by sending an email to firstname.lastname@example.org.
5. Your consent
Date Created November 2009
CHAIN EVENTS (North East) Ltd is an equal opportunities employer. This Policy relates equally to both Staff and to Clients of the company.
This means that it is company policy to make every effort to ensure that there is no discrimination or harassment on the grounds of sex, sexual orientation, marital status, age, disability, race, colour, ethnic or national origin, religion, political beliefs or membership or non-membership of a Trade Union and places an obligation upon all staff to respect and act in accordance with the policy.
CHAIN EVENTS (North East) Ltd is committed to providing training for its entire staff in equal opportunities practice. In issuing this policy, the Company has three main objectives. Firstly to encourage its employees to take an active role against all forms of harassment and discrimination, secondly to deter employees from participating in harassment or discriminatory behaviour and thirdly to demonstrate to all employees/job applicants or candidates that they can rely upon the Company's support in cases of harassment or discrimination at work or in their course of recruitment practice on behalf of its clients. The company is committed to a working environment that offers equal treatment and equal opportunities for all its employees.
Harassment or any form of discrimination will not be tolerated under any circumstances and an employee who harasses or discriminates against another employee or candidate or customer of the Company, will be subjected to the Company's disciplinary procedure. In serious cases, such behaviour may constitute gross misconduct and result in summary dismissal.
Harassment generally may include any unwanted verbal or physical abuse, advances and/or behaviour that an employee may find offensive and which causes them to feel threatened, humiliated, patronised, distressed or harassed. Harassment may be deliberate or unconscious, open or convert, direct and indirect, an isolated incident or repeated action. It may also include, in certain circumstances, off duty conduct. It will not necessarily be a defence that such incidents consist of words or behaviour, which might be claimed to be "common place" or intended as a joke.
It is the duty and responsibility of the Company and every employee to stop all types of harassment and discrimination in the workplace. It is only through the efforts of individual employees that harassment and discrimination can be eradicated. All employees must all recognise that every employee in the Company has the right not to be subjected to any form of harassment or discrimination.
Racial harassment is racial discrimination and is contrary to the Company's Equal Opportunities Policy. This type of harassment will not be tolerated under any circumstances and the Company will take prompt action upon becoming aware that such incidents have taken place.
Racial harassment may include:
Sexual harassment is defined as unwanted behaviour of a sexual nature by one employee towards another or to a candidate or client. Examples of harassment include:
Whilst the above list gives examples of sexual harassment, harassment takes many forms, relatively mild sexual banter to actual physical violence and the above examples are not exhaustive.
Grievance and Disciplinary Procedures in the case of Harassment and Discrimination
Where an employee or candidate feels that they are being harassed or discriminated against, prior to adopting the formal procedures set out below an informal approach may be taken.
If an individual feels they are subject to harassment and/or discrimination they should, if possible, advise the harasser that the behaviour is unwelcome, must be stopped and is interpreted as harassment and/or discrimination as defined by the Company's policy statement. If preferred, this may be in writing. If the behaviour does not cease or the employee/candidate finds approaching the harasser difficult, further informal assistance is available.
Where the informal method fails or serious harassment or discrimination occurs, employees are advised to bring a formal complaint against the harasser and should seek assistance as above in doing so. The complaint should be made in writing and where possible state the following: -
The name of the harasser
The nature of the harassment
The date and time when the harassment occurred
The names of any witnesses to the harassment
Details of any action already taken by the complainant to stop the harassment
The complaint should be sent to the Managing Director. Immediately a complaint of harassment is received, action will be taken to separate the harasser from the complainant. The Director will carry out a thorough investigation as quickly as possible, maintaining as much confidentiality as possible at all times. The complainant should be aware however, that if the complaint is to be investigated, other employees might have to be asked for witness statements.
All employees/candidates involved in the investigation are expected to respect the need for confidentiality. Copies of witness statements will be made available to the harasser and the complainant. Witnesses will be encouraged to appear at a Hearing if requested by either party. It is acknowledged that some witnesses may be reluctant to do so. In these circumstances, the Director will, if necessary, adjourn the Hearing and ask supplementary questions of witnesses in private.
The complainant may if they wish, be supported throughout the procedures and Hearing by a colleague or other suitable person of their choice. The employee's accused of harassment of discrimination will have the right to be accompanied at the Hearing in accordance with the Company's disciplinary procedures.
If the offence is proved, the severity of the penalty imposed on the harasser will be consistent with those detailed in the disciplinary procedure, i.e. gross harassment or discrimination will normally result in summary dismissal. Where a lesser penalty is appropriate, for example a written warning, this may be coupled with action to ensure that the complainant is able to continue working/continue as an active candidate without embarrassment or anxiety.
After discussion with the complainant the Director may arrange for an amendment of working practices to minimise contact between the two-employees/the candidate and the employee. The result of the Hearing will be confirmed in writing to both employees, candidate/employee.
If the complainant is not satisfied about the way their complaint has been handled they may appeal to the Director. The appeal should be made in writing within 5 working days of the first Hearing.
An employee who receives a warning or is dismissed for sexual or racial harassment or discrimination may appeal against the penalty in accordance with the appeals procedure in the Company's disciplinary procedure.
Under the Disability Discrimination Act 1995, disability discrimination occurs if, for a reason which relates to the disabled person's disability an individual: treats them less favourably than they treat, or would treat others to whom that reason does not or would not apply, and, the employer cannot show that the treatment in question is justified.
CHAIN EVENTS (North East) Ltd will not discriminate against a disabled job applicant or employee on the grounds of disability - in the arrangements i.e. application form, interview and arrangements for selection for determining to whom a job should be offered; or in the terms on which employment or engagement of temporary workers is offered; or by refusing to offer, or deliberately not offering the disabled person a job for reasons connected with their disability; or in the opportunities afforded to the person for receiving any benefit, or by refusing to afford, or deliberately not affording him or her any such opportunity; or by subjecting him or her to any other detriment (detriment will include refusal of training, transfer, demotion, reduction of wage; or harassment).
CHAIN EVENTS (North East) Ltd will accordingly make career opportunities available to all people with disabilities and every practical effort will be made to provide for the needs of staff, candidates and clients. Wherever possible the CHAIN EVENTS (North East) Ltd will make reasonable adjustments to hallways, passages and doors in order to provide and improve means of access for disabled employees and candidates. However, this may not always be feasible.
CHAIN EVENTS (North East) Ltd will encourage clients not to include any age criteria or other subjective criteria in job specifications and every attempt will be made to persuade clients to recruit on the basis of competence and skill and not age. CHAIN EVENTS (North East) Ltd is committed to recruiting and retaining employees whose skills, experience, and attitude are appropriate to the requirements of the various positions regardless of age. As far as is reasonably possible and in the most exceptional circumstances no age requirements will be stated in any job advertisements on behalf of the company.
Date Created November 2009
Chain Events (North East) Ltd is committed to providing the best possible service to the organisations and individuals with whom we work, and we try to listen to our members and our users. We acknowledge, however, that there will be occasions when people may not be happy with some aspect of our provision.
This Policy exists to make it easier for you to tell us when you are unhappy, or indeed when you have any comment you wish to make about Chain Events (North East) Ltd. All complaints will be taken seriously and we aim to treat you with respect and consideration throughout the complaints process.
You can make your complaint to the member of staff concerned, or to any line manager. Any worker will be pleased to tell you who is the most appropriate person to approach. This may be done in person, or by telephone or email. We aim to listen to what you have to say, to apologise whenever necessary, and to try to agree a solution with you.
We will try to deal with your complaint to your satisfaction immediately; however, there will be occasions when this may not be possible (for example during holiday periods). If there will be a delay in responding to your complaint you will be told, and we will reply as quickly as possible either verbally or in writing, as you wish. If you remain dissatisfied with us or with our response you should use the formal procedure outlined below.
You may use the formal complaints procedure at any time: you do not have to complain informally first if you believe that your complaint is too serious for that approach.
You may write a letter instead. In either case, you should feel free to obtain assistance with writing your complaint if you need it; such assistance could be given by a friend or family member, a Citizens Advice Bureau or Advocacy group or a similar organisation.
You should then post or hand-deliver your complaint to Chain Events (North East) Ltd, marking the envelope clearly “Private & Confidential”.
Chain Events (North East) Ltd will aim to acknowledge receipt of your formal complaint within five working days; this will be done by letter, so it is important that you provide us with your correct postal address. This letter will also tell you what steps will be taken to investigate your complaint: we will normally ask you to meet with us to discuss the problem (in which case you are welcome to be accompanied by a person of your choice from outside of Chain Events (North East) Ltd).
If your complaint is about a member of staff, it will be passed immediately to the Managing Director will write to you and to explain that our internal inquiry process has begun. We aim to resolve all complaints quickly, and to keep you informed throughout the process.
You will receive a full written response usually within 28 days; if there will be any further delay, you will be informed. This letter will include information on what to do if you are still dissatisfied.
Your complaint may be seen by Directors or staff of Chain Events (North East) Ltd, as part of the investigation process but we will make every effort to safeguard your privacy; your complaint will not become “public knowledge” unless you so wish.
You should be aware, however, that if your complaint is specifically about a member of staff of Chain Events (North East) Ltd, it will be necessary for that person to be told that a complaint has been lodged against him/her, to allow the investigation to proceed.
You can appeal if you are unhappy about any aspect of the formal procedure outlined above, including the final response. If you remain unhappy, you are entitled to contact the Local Authority, or our professional bodies and seek a review and appraisal.
If you wish to register an appeal, please do so in writing within seven days of the incident. You should post or deliver this letter to Chain Events (North East) Ltd, marking the envelope “Private and Confidential”.
You will receive written acknowledgement of your complaint, usually within five working days, along with information as to when and how it will be dealt with. Your complaint will be considered in detail, and you will receive a written response within 14 days.
A meeting will be offered between yourself and the Managing Director of Chain Events (North East) Ltd, by way of a final internal process. If you remain unhappy, you are entitled to contact the Local Authority, or our professional bodies.
You are, of course, entitled to do this directly without using our complaints procedure at all, although obviously we would encourage you to tell us first and allow us to try to resolve matters if you are unhappy.
Chain Events (North East) Ltd welcomes all comments and suggestions, and tries to take account of these where possible when planning work, etc.
Please write to us, telephone, email or us as detailed below.
Chain Events (North East) Ltd
Address: Todd Hill Farm, Moorside, Consett, Co. Durham, DH8 8EX
Telephone Numbers: Landline 01207 502388 mobile 07770 623516
Email Address: email@example.com
Date Created November 2009