Complaints Procedure

For Commercial Bookings Only

Updated April 2018
BSSL Complaints Procedure (Events)
If you have a complaint
We really want to hear from you. We welcome your comments, as they give us the opportunity to
put things right and improve our service.

Stage 1 – Informal
If you wish to make a complaint it is best to talk to a member of staff first either in person or by
telephone. It will be the quickest way for us to respond and look into the problem. The object of this
first stage is to resolve problems quickly, simply and fairly with the minimum formality. The person
contacted will provide you with an informal but informed response, normally within three working
days of your initial approach or s/he will tell you that his/her investigations are still ongoing and will
require a further, stated amount of time, no longer than 10 working days. In some cases, s/he will
tell you that s/he has passed the concerns on to somebody more senior.

Stage 2 – Formal
If you are unhappy with our response you have the right to complain in writing to the Events Manager
who will acknowledge receipt within 3 working days and, thereafter, will consider the matter and
decide upon the most appropriate course of action to take once all the relevant facts so far have been
confirmed. In most cases, the person resolving the written complaint will meet/speak to you,
normally within 14 working days of receiving the complaint.
Once the Events Manager is satisfied that, so far as is practicable, all of the relevant facts have been
established, a decision will be made and you will be informed of this decision in writing, within 28
working days of receipt of the formal complaint. The Events Manager will also give reasons for their
decision.

Stage 3 – Final Stage
However, if you are still dissatisfied after allowing the Events Manager the opportunity to deal with
your complaint you should contact the Services Bursar, in writing, explaining why you are dissatisfied
with the Events Manager’s response. This should be received by the Services Bursar within 5 working
days of the response from the Events Manager.
Only in exceptional cases will the Services Bursar consider any complaint that has not been through
the earlier stages.
If the Services Bursar comes to the conclusion that the complaint has been fairly settled at an earlier
stage, or that the complaint is lacking in merit or substance, the Services Bursar may dismiss the
complaint, and advise the complainant of the reasons for the decision. The Services Bursar will
respond within 14 working days, with as full a response as possible.
If the Services Bursar comes to the conclusion that there is substance to the complaint, the Services
Bursar will decide on the relevant response in relation to the nature of the complaint. The Services
Bursar will respond in writing to a letter of complaint within 28 working days, with as full a response
as possible.

Once we have the full details of your complaint our promise is that we will normally take no more than
28 working days to respond fully to your issue.
However, there may be occasions when we require additional information or responses from you to
complete our investigation.

In this instance we will allow a further 10 working days for your response.
Contact Details
Mrs A Hughes Events Manager 01204 434795
Mr M S McDermott Services Bursar 01204 434751

If you prefer to write or email
Arts & Conference Centre
Bolton School
Chorley New Road
Bolton
BL1 4PA
ahughes@boltonschool.org

The Services Bursar
Bolton School
Chorley New Road
Bolton
BL1 4PA
MMcdermott@boltonschool.org.uk

Following the Stage 3 procedure, if matters remain unresolved, a letter will be sent to you explaining
that the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and
Information) Regulations 2015 requires BSSL to provide, on conclusion of the final stage of this
Complaints procedure, the name and address of an alternative dispute resolution provider who has
been certified by the Chartered Trading Standards Institute as competent to resolve consumer
disputed. These details are set out below. However, please note that BSSL is not obliged to enter into
alternative dispute resolution and each matter will be dealt with on a case by case basis at the
conclusion of Stage 3.

The name, address and contact details of a certified competent authority are
as follows:
ADR Group
160 Fleet Street
London EC4A 2DQ
Telephone: 020 3600 5050
Email: Consumer-dispute@ADRgroup.co.uk