Vital Synz

Vital Synz Complaints Procedure

Vital Synz is the events arm of the Glasgow Poetry Society CIC.

Your complaint is important to us.

STAGE I

If you have a problem with Glasgow Poetry Society, we want you to be able to talk to a Society member of your choice about it. This helps us to understand your concern and sort it out as quickly possible.

A note of the problem and the solution will be made in the Glasgow Poetry Society complaints file that you can see.

STAGE II

If talking with a Society member does not help, you can ask to meet with Glasgow Poetry Society's Chief Executive. They will listen to your complaint and try to help you sort out the problem with the service. If you want to be accompanied at this meeting, you can invite someone whom you think might be helpful.

This informal process should take no more than four weeks.

STAGE III

If these informal discussions are unsuccessful in resolving your complaint and you remain dissatisfied, you can make a formal complaint by writing to Glasgow Poetry Society's Board of Directors at the registered office. On receiving your letter, the Board will write to you within seven days explaining the process to follow. They will arrange for an investigation into your complaint, usually by a member of the Board. This may involve a meeting with you, at which you can be accompanied by anyone you think might be helpful. The Board will receive a report by the person investigating and will then inform you in writing what action is proposed to resolve the complaint.  The whole process – from the Board's receipt of your letter to reaching a proposed solution – should not take more than four weeks.

STAGE IV (A review - where you can ask us to reconsider the outcome of your formal complaint)

If you remain dissatisfied with the outcome of your formal complaint, you can ask for it to be reconsidered by Glasgow Poetry Society's Board. They will review the way your complaint has been handled.

You must request this review within four weeks of receiving the final letter from the Board.