Policy Statement
Cambridge Radio is committed to providing high-quality broadcasting, community engagement and volunteer opportunities. We welcome feedback and take complaints seriously as an opportunity to improve our services and activities.
We aim to deal with complaints fairly, consistently, promptly and courteously.
This policy outlines how complaints about Cambridge Radio’s activities, broadcasts, volunteers, presenters, events or services will be handled.
1. Purpose
The purpose of this policy is to:
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- Provide a clear process for raising concerns or complaints.
- Ensure complaints are handled fairly and consistently.
- Resolve issues wherever possible.
- Learn from complaints and improve our services.
- Maintain public confidence in Cambridge Radio.
2. Scope
This policy applies to complaints concerning:
- Broadcast content.
- Presenters, volunteers, trustees or staff.
- Station activities and events.
- Community projects.
- Customer service and communications.
- Conduct by individuals acting on behalf of Cambridge Radio.
This policy does not replace any statutory complaints procedures operated by external organisations, regulators or authorities.
3. Principles
Cambridge Radio will ensure that complaints are:
- Treated seriously.
- Handled fairly and impartially.
- Investigated appropriately.
- Addressed within reasonable timescales.
- Kept confidential where possible.
- Used to improve services and practices.
No complainant will be disadvantaged for making a genuine complaint.
4. Informal Resolution
Where appropriate, concerns should first be raised informally with the relevant presenter, volunteer, manager or trustee.
Many issues can be resolved quickly through discussion without the need for a formal complaint.
5. Making a Formal Complaint
Complaints should be submitted in writing by email, letter or other agreed method and should include:
- Name and contact details of the complainant.
- Details of the complaint.
- Date, time and location of any relevant incident.
- Names of individuals involved, if known.
- Any supporting evidence available.
Anonymous complaints may be considered where there is sufficient information to investigate, although this may limit the action that can be taken.
6. Complaint Procedure
Stage 1 – Acknowledgement
Cambridge Radio will acknowledge receipt of a formal complaint within 5 working days wherever possible.
Stage 2 – Investigation
The complaint will be reviewed by an appropriate trustee, manager or nominated individual who was not directly involved in the matter where possible.
The investigation may include:
- Reviewing relevant documents or recordings.
- Speaking to individuals involved.
- Gathering additional information where required.
Stage 3 – Outcome
A written response will normally be provided within 20 working days of receiving the complaint.
Where an investigation is likely to take longer, the complainant will be informed of the reason and provided with an updated timescale.
Possible outcomes may include:
- No further action.
- An explanation or clarification.
- An apology.
- Changes to procedures or practices.
- Additional training or guidance.
- Other appropriate action.
7. Appeals
If a complainant is dissatisfied with the outcome, they may request a review within 20 working days of receiving the response.
The review will normally be undertaken by trustees or management members not previously involved in the investigation where possible.
The outcome of the review will normally be final.
8. Broadcasting Complaints
Complaints relating to programme content will be considered in accordance with:
- Cambridge Radio’s editorial policies.
- Relevant broadcasting regulations.
- Any applicable regulatory requirements.
Where a complaint falls within the remit of a regulator, complainants may also be advised of their right to contact the appropriate regulatory body directly.
9. Unreasonable or Vexatious Complaints
Cambridge Radio reserves the right to limit correspondence where a complaint is found to be:
- Repetitive without new evidence.
- Abusive, threatening or offensive.
- Clearly unreasonable or vexatious.
Any such decision will be made fairly and proportionately.
10. Record Keeping
Cambridge Radio will maintain a record of formal complaints including:
- Date received.
- Nature of complaint.
- Actions taken.
- Outcome.
- Date closed.
Records will be retained securely and handled in accordance with data protection requirements.
11. Confidentiality
Information relating to complaints will only be shared with those who need access for the purposes of investigating and resolving the matter.
All parties involved will be treated with respect and fairness throughout the process.
12. Monitoring and Review
The trustees will review complaints periodically to:
- Identify recurring issues.
- Improve policies and procedures.
- Enhance the quality of services and activities.
This policy will be reviewed annually.
Contact for Complaints
Cambridge Radio
Email: hello@cambridge.radio
Telephone: 01223 967105
Postal Address: Cambridge Radio
Unit 9A Gwydir Enterprise Centre,
23-25 Gwydir Street,
Cambridge,
CB1 2LG
Cambridge Radio is committed to listening, learning and responding constructively to concerns raised by listeners, volunteers, supporters and members of the public.