STRYX GALLERY


Compliments and Complaints

Policy and Procedure


1 Our Aim


Stryx is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right where things go wrong.

Therefore we aim to ensure that:
  • making a compliment or complaint is as easy as possible
  • we welcome compliments, feedback and suggestions
  • we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
  • we deal with it promptly, politely and, when appropriate, confidentially
  • we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
  • we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

We recognise that many concerns will be raised informally, and dealt with quickly.

Our aims are to:
  • resolve informal concerns quickly
  • keep matters low-key
  • enable mediation between the complainant and the individual to whom the complaint has been referred

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

2. Definitions

A compliment is an expression of satisfaction about the standard of service we provide.

A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, in writing, via email or any other method.

3. Purpose

We are always glad to hear from people who are satisfied with the services we offer.  All compliments are recorded, acknowledged, and a copy is sent to the relevant member of staff or service.

4. Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

5. Responsibilities

Stryx responsibility will be to:
  • acknowledge the formal complaint in writing;
  • respond within a stated period of time;
  • deal reasonably and sensitively with the complaint; and
  • take action where appropriate.


A complainant's responsibility is to:
  • bring their complaint, in writing / voice recording, to Stryx’s attention normally within 8 weeks of the issue arising;
  • raise concerns promptly and directly with a member of staff in Stryx
  • explain the problem as clearly and as fully as possible, including any action taken to date;
  • allow Stryx a reasonable time to deal with the matter, and
  • recognise that some circumstances may be beyond Stryx’s control.





6. Confidentiality:

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Stryx maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

7. Complaints Procedure:

Written records must be made by Stryx at each stage of the procedure.

Please be advised that you can bring someone with you to any of these meetings, this can be for support (a friend, family member etc), access (a translator, carer etc) or an expert (mediator, expert in a specific field, union representative).

Stage 1 - What is the matter?

In the first instance, the Stryx Director will use an informal approach as appropriate. The first meeting is a chance for you to voice your concerns and to have the team listen to you without judgement. In this meeting we will set out goals and tangible actions to help resolve the issue.

But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2 - Planning ways to resolve the problem

If the complaint cannot be resolved informally, you will be advised that a formal complaint may be made and the following procedure should be followed.
  1. A formal complaint can be made either verbally, via voice recording or in writing. If in writing the attached form should be used. If via voice recording, a recording should be emailed to Stryx Directors. If verbally, a statement should be taken by the Stryx Director / other appropriate member of staff.
  2. Stryx will acknowledge the complaint in writing within two weeks of receiving it.
  3. If Stage 1 meeting does not resolve the issue Stryx will bring in an external mediator to try and resolve the issue in a more formal manner. The external mediator will support both sides to make themselves understood and to find a way to solve the issue or to find a compromise.
  4. The person making the complaint will receive minutes from the Stage 2 meeting within two weeks from the date of the meeting. If this is not possible then a letter must be sent explaining why.


Stage 3 - Final review - can we resolve the problem?
  1. If the complainant is not satisfied with the results of Stage 2 meeting and the resolutions proposed then a third meeting will be organised to decide whether the issue can be resolved and how. For this meeting Stryx will invite a chair and if necessary an external mediator that is an expert in the issue at hand (HR, finance, equality, equity, safeguarding or other). In this meeting a decision will be made on whether the person raising the concern will continue to work for Stryx or whether it is more appropriate to part ways. If the latter decision is made, then we will find support from ACAS or another union to support both the organisation and the employee/ freelancer/volunteer through this process.
  2. A written response containing minutes from the Stage 3 meeting will be sent to the complainant within two weeks from the date of the meeting.


7. Equality and Equity:

Whilst Stryx believes that we should treat all workers fairly and equally we also want to ensure we have equity at the heart of our decision making. This means for us that we will make a decision as a team based on all the facts and data we have collected through the three-step process. This will also mean that we will try and empathise with each employee / contracted freelancer about the issue they raise and their circumstances. We will make a decision with them, not about them.

We understand that sometime we will not be able to resolve an issue and we will then have to decide to no longer work together. Again, we will make this decision together, as a team and we will try to support everyone through this process as best as possible. This would be through support from an expert or a union representative or might be through mental health or financial support. This will depend on the issue at hand.



Stryx Complaints Form



You may use this form to make a suggestion or to make a complaint about Stryx.


We would like you to return this form as soon as possible.


Your Name …………………………………………………………………………..


Address     …………………………………………………………………………...


        …………………………………………………………………………..



Telephone …………………………………………………………………………..





Date of incident


Approximate time of incident





Suggestion / Complaint
















What action would you like to be taken?










What times are convenient for you to have an appointment to discuss this?
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