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Complaints Procedure

British Academy of the Film and Television Arts

COMPLAINTS POLICY 

Our Pledge

At BAFTA, we value our reputation and aim to operate with the very best possible standards and provide the highest level of service to our members, supporters, and guests. If you are not satisfied with our standards, you make a complaint using the procedure in this Policy.

We welcome all feedback, good and bad, as we endeavour to operate using best practice and standards in all that we do.

At BAFTA, we will:

  • treat you with respect and courtesy;
  • treat all complaints seriously;
  • resolve complaints as efficiently and as quickly as we can; and
  • learn from complaints and take any necessary action to improve our service.

Our definition of a complaint

A complaint is an expression of dissatisfaction about the Academy, its work or its services. General enquiries or comments about BAFTA are not regarded as complaints.

This policy does not cover:

  • feedback about BAFTA or its services which should be sent to the relevant departments as outlined below: 

- [email protected] - to give feedback on award ceremonies

- [email protected] - to give feedback on BAFTA screenings and events

- [email protected] - to give feedback on BAFTA View and voting experience

- [email protected] - for general membership enquiries such as membership applications, fees and benefits

- [email protected] - for all other general enquiries or enquiries relating to 195 Piccadilly specifically

  • complaints from BAFTA staff, who should refer to BAFTA’s grievance policy; and
     
  • complaints about members of BAFTA, which should be dealt with under the BAFTA Membership Codes 

Complaints involving an allegation of a criminal offence should, in the first instance, be sent to the police or other appropriate regulatory authority.

Sometimes we receive complaints that do not relate directly to something that BAFTA has done or that we are not in a position to comment on.

As a charity we have to use the resources of the Academy to best effect. As a result of this there will, occasionally, be circumstances in which we will not respond to a complaint. Examples include:  

  • if a complaint is about something with which BAFTA is not directly connected.
  • if someone unreasonably pursues a complaint that we have already responded to (if this is the case, we will inform you of our decision).
  • if the person making the complaint behaves in a way which is prejudiced or offensive or amounts to harassing a member of the Academy's staff.
  • if the complaint is incoherent or illegible.
  • if a complaint has clearly been sent to us and numerous other organisations.

In such situations we will choose whether or not to reply.

We are unable to respond to complaints made anonymously but we may investigate them and reflect on any points that emerge.

What to do if you have a complaint

Complaints should be sent to [email protected] within two months of the event that is the subject of the complaint.

What happens next?

We deal with all complaints as quickly as we can.

If the complaint is complex or cannot be dealt with within 14 days, then it will be acknowledged, and you will be advised of progress at regular intervals.

If you are not satisfied with the response you receive, you can ask for your complaint to be referred to the Chief Executive via [email protected]
The Board of Trustees of the Academy shall be the final arbiters of all complaints.

Review of this policy and complaints received

This policy and complaints received under it are reviewed regularly by the Board of Trustees. Through this review process we aim to improve our services and to ensure that any lessons learnt are implemented within the Academy. 

Variations to this Policy

The Board of Trustees reserve the right to vary the procedure set out in this policy for good reason.