Complaints

You can complain about an action taken by The VC Gallery, something we failed to do, the conduct of someone acting on our behalf, the way you were treated, our services, or our fundraising activity.

Safeguarding concerns should be raised immediately using our Safeguarding page rather than waiting for the normal complaints process.

You can contact us in whichever reasonable way is easiest for you:

• Email: admin@thevcgallery.com
• Phone: 01437 765873
• Post: The VC Gallery, 30 Augustine Way, Haverfordwest, Pembrokeshire, SA61 1NY

It helps if you tell us what happened, when it happened, who was involved if known, how it affected you and what you would like us to do. You do not need to use formal language or quote a policy.

If you need help making a complaint or need the process in a different format, please tell us.

We aim to acknowledge a complaint within 5 working days and provide a full response within 20 working days where possible. More complex complaints may take longer; if they do, we will aim to explain why and keep you updated.

Complaints should be considered fairly and, where reasonably possible, by someone who was not directly involved in the matter complained about. We may need to contact you for more information and may also need to speak to other people involved.

Our response will aim to address the main issues raised, explain what we found and set out any action we consider appropriate. Where something has gone wrong, this may include an apology, corrective action or changes to how we work.

This procedure also applies to fundraising carried out by The VC Gallery or on our behalf. We aim to follow the Code of Fundraising Practice and to investigate fundraising complaints fairly and without unnecessary delay.

If we are unable to resolve a fundraising complaint, you may be able to ask the Fundraising Regulator to consider it. Visit the Fundraising Regulator complaints information.

Complaints specifically about our use of personal information can be raised with us using the details above. You can also complain to the Information Commissioner's Office.

See our Privacy Notice for more information.

We will keep an appropriate record of complaints and outcomes and use recurring themes or lessons to improve our services, policies and fundraising practice. Relevant information may also be reported to senior staff or trustees as part of the charity's governance.