Complaints Procedure

1. Policy Statement 

The Leeds Philosophical and Literary Society (LPLS) sees concerns and complaints as an opportunity to learn and improve for the future as well as to put things right for the person or organisation that has raised the concern or complaint in the first instance. 

The aim of this policy is to: 

• Provide a fair procedure which is clear and easy to use 
• Ensure everyone at LPLS knows what the procedures are 
• Make sure all concerns and complaints are dealt with fairly, consistently and in a timely manner 
• Make sure that concerns and complaints are, wherever possible, resolved satisfactorily. 

2. Definition of a Concern or Complaint 

A concern is when someone is worried, troubled or unhappy about a decision or a situation, or has something that they would like to raise informally with the Society. A complaint is a more formal expression of dissatisfaction or discontent. Concerns and complaints may come from members, volunteers, visitors, partner organisations or individuals from local communities.  

3. Confidentiality 

All information received in relation to a concern or a complaint will be handled sensitively, telling only those people who need to know and following any relevant data protection requirements. 

4. Responsibility 

Overall responsibility for adherence to this policy and its implementation lies with LPLS Council. 

5. Concerns and Complaints Procedure 

If you wish to raise a concern with us you should do so informally in the first instance. This can be done in person or by using the contact form on our website www.leedsphilandlit.org.uk/contact. Examples of a concern might include: believing you have been unfairly or badly treated, seeing or hearing something at a meeting or event that you think we need to be alerted to, eg derogatory comments about individuals or groups, or if something has been published or produced by or about LPLS that you would like to draw our attention to. A concern raised in this way is not treated as a formal complaint. Accordingly, it will not be formally logged or monitored but we will take whatever appropriate action we deem necessary to try to alleviate your concern(s) and let you know what we have done. 

If you wish to make a complaint about any aspect of our work, you can do so by emailing complaints@leedsphilandlit.org.uk or by writing to the Society’s President, c/o Leeds City Museum,
Cookridge Street, Leeds, LS2 8BH (in the case of complaints about the President please address your complaint to the Society’s Vice-President). You should set out:

• What the complaint is about 
• People involved 
• When the issue you are complaining about occurred and if it is still happening 
• Whether you have tried to resolve your complaint informally by speaking to anyone at LPLS before   making a formal complaint 
• What you would ideally like to see happen as a result of your complaint 
• Any suggestions you may have on how we could improve our methods that would help overcome   the problem(s) you have identified. 

All complaints and their outcome will be recorded. 

How a complaint will be dealt with 

Your letter or email will be acknowledged by LPLS within 7 days of receiving it and you will be advised who is dealing with your complaint. This will normally be a member of the Society’s Council but if the complaint raises safeguarding issues it will be handled in accordance with our Safeguarding policy. The person responsible will investigate the complaint. During this process we may contact you for more supporting information or evidence. 

All written complaints received, together with a copy of the response to the person or organisation who complained, will be notified to the Society’s President. They may determine that the nature of the complaint is such that the Society’s Council also need to be notified. 

We will respond within 28 days of first receiving the complaint. We will inform you of any action taken or recommendations for further action. If it is not possible to provide a full response within this time, you will be advised of this, and an interim response will be given, including details of action still to be taken. 

Complaints will be recorded and monitored, and the number and type of complaints will be reported annually to the Society’s Council. 

Escalation of a complaint 

If the person or organisation complaining is not satisfied with the response, they may appeal in writing to the Society’s President who will consider the complaint and response and make a decision within 28 working days of receiving the letter. They will notify the complainant of the decision and the reasoning behind it. Their decision is final. In the case of complaints about the President any appeal will be considered by the Society’s Vice-President. 

This policy and procedure document was accepted by LPLS Council at its meeting on 10 July 2025 and will be posted on the LPLS website. It will be reviewed at least every three years. 

Signed:  Martin Staniforth, President 

Date: 10 July 2025

Review Date: July 2028