Complaints Policy

1. Introduction

We are committed to providing a quality service for our members and working in an open and accountable way.  

One of the ways in which we can continue to improve our service is by listening and responding to the views of our members, customers and stakeholders, including responding positively to complaints and by putting mistakes right. 

2. Definition of a complaint

We define a complaint as “any expression of dissatisfaction (with The Exhibitions Group, a member of our team, or a trustee) that relates to our work and that requires a formal response”. 

This policy also covers complaints relating to the collection, use, storage, sharing or other processing of personal data by The Exhibitions Group. Data protection complaints will be handled in accordance with the requirements of UK data protection legislation and our Privacy Policy. 

3. Purpose

The purpose of this policy is to ensure that: 

• making a complaint is as easy as possible 
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for a formal 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 and use them to improve our service. 

 We recognise that many concerns will be raised informally and dealt with quickly. We aim to: 

• resolve complaints informally wherever possible 
• enable mediation between the complainant and the individual to whom the complaint has been referred where appropriate 
• however, if concerns cannot be satisfactorily resolved informally, the formal complaints procedure should be followed. 

4. Formal complaints procedure

A formal complaint should normally be made only where informal attempts at resolution have been unsuccessful, inappropriate, or where the matter is sufficiently serious to require formal investigation. 

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

Our responsibility is to: 

• acknowledge the formal complaint in writing 
• respond within a stated period of time 
• deal reasonably and sensitively with the complaint 
• take action where appropriate. 

 A complainant’s responsibility is to: 

• bring their complaint in writing to our attention normally within eight weeks of the issue arising 
• explain the problem as clearly as possible, including any action taken to date 
• allow us a reasonable time to investigate and deal with the matter 
• recognise that some circumstances may be beyond our control. 

At any stage, where all parties agree, The Exhibitions Group may pause the formal complaints process to allow mediation or other informal resolution to be pursued. 

Stage one 

In the first instance, if you are unable to resolve the issue informally, you should email our Executive Director [director@theexhibitionsgroup.org.uk]. If the complaint is against the Executive Director, you should email our Chair of the Board of Trustees [administrator@theexhibitionsgroup.org.uk]. 

In your email, you should: 

• set out the details of your complaint 
• the consequences for you as a result 
• the remedy you are seeking.  

Complainants should provide any relevant information or supporting evidence which may assist in investigating the complaint. 

 You can expect your complaint to be acknowledged within 30 days of receipt.  

You should get an initial response and an explanation within 15 working days. We aim to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. 

Data Protection Complaints 

Where a complaint relates to the processing of personal data, The Exhibitions Group will: 

• acknowledge the complaint promptly; 
• investigate the matters raised; 
• keep the complainant informed of progress; 
• inform the complainant of the outcome; 
• advise the complainant of their right to raise concerns with the Information Commissioner’s Office (ICO) if they remain dissatisfied. 

Stage two 

If you are not satisfied with the initial response to the complaint, then you can ask for your complaint and the response to be independently reviewed. If the complaint is against the director or a trustee, the Chair will appoint two trustees to investigate. If the complaint is against the Chair, the director will appoint two trustees to investigate. 

The investigator or panel may request further information and may, where appropriate, meet with the complainant and any other relevant individuals. 

Final stage 

If you are not satisfied with the subsequent reply from the investigation, a panel comprising two trustees and/or executive will be appointed to hear the appeal. The decision of this appeal panel is final. 

This does not affect an individual’s right to raise concerns with the Information Commissioner’s Office where a complaint relates to personal data. 

Any individual involved in investigating or hearing a complaint must declare any actual or perceived conflict of interest and, where appropriate, withdraw from the process. 

5. Approach to resolutions

Our approach when considering remedies to a complaint includes: 

Be Fair – we will seek fair outcomes ensuring we treat each case individually
Put Things Right – we will consider a range of measures to put things right for a complainant including financial compensation where appropriate.
Learn from Outcomes – We will ensure that changes are made to policies, procedures, systems, staff training or all of these to reduce future complaints. 

Where a complaint is upheld, we will consider a variety of remedies, which could include: 

• An apology – acknowledging an error and taking responsibility 
• Specific action – such as changing a decision 
• Amending policies or procedures 
• Financial compensation – for quantifiable financial loss or other financial redress 

6. Confidentiality

Personal information collected as part of a complaint will be processed in accordance with UK data protection legislation and The Exhibitions Group’s Privacy Policy. Complaint records will only be shared with those who need access to investigate, manage or review the complaint. 

Confidentiality will be maintained as far as reasonably possible. However, information may need to be shared where necessary to investigate the complaint properly, comply with legal obligations, manage safeguarding concerns or seek professional advice. 

The Exhibitions Group will comply with collection, storage, access to, provision and disclosure of complaint data in accordance with our Privacy Policy. 

7. Monitoring and reporting

Where a complaint is upheld, The Exhibitions Group will identify any learnings to prevent an issue reoccurring. 

A record of all formal complaints, investigations, outcomes and resulting actions will be maintained securely and retained in accordance with The Exhibitions Group’s Privacy Policy. 

The Exhibition Group’s trustees will receive an anonymised report of complaints made and their resolution. 

October 2026