Comments & Complaints Procedure

  1. Comments 

One Nation Studios is committed to providing best value and the best possible level of service to its customers and service users – we welcome their thoughts and comments regarding our services and facilities on how we can continue to develop our organisation.  

If an individual or a group would like to give us feedback at any time, please request a form from or write a letter (please provide your preferred method of response) or email directly to the Director at james@onenationstudios.com.

The Director will acknowledge the receipt of the comment as soon as possible.

  1. Complaints

We realise that sometimes we do not get everything right and there may be occasions when you are unhappy with the service/facility provided.  If this is the case, then please let us know. We will welcome your complaint as an opportunity to improve our services/facilities and, where possible, we will try to rectify the situation. If the complaint is related to a member of staff/volunteer or another service user, this will be handled with sensitivity and confidentiality 

The following procedure explains how to make a complaint to us:

  1. Discuss your complaint or concern with a member of staff.  It may be that the matter can be resolved easily at this stage.
  1. Where this is not possible, or you feel that the matter remains unresolved you should put the complaint in writing and address it to the Director, by completing the complaint form that can be supplied to you, or you can write a letter or send an email.
  1. Your written complaint will be acknowledged within two working days of receipt.  
  1. An investigation into your complaint will be undertaken and a full written response to your complaint will be provided within a further ten working days.  If more time is needed, a letter will be sent giving reasons for the delay and a date by which you can expect the matter to be resolved.