Complaints Procedure

Spooky Paranormal Investigations Ltd (“SPI”) aims to provide professional, safe and fair Events and customer service.

We recognise that occasionally a guest or customer may be dissatisfied with an aspect of an Event, booking, communication or the conduct of an SPI representative. This Procedure explains how concerns and complaints may be raised and how SPI will normally deal with them.

Nothing in this Procedure removes or restricts any statutory right or legal remedy available to a customer.

1. What this Procedure covers

This Procedure may be used for complaints concerning matters such as:

• an SPI Event;
• booking administration;
• customer service or communication;
• the conduct of an SPI volunteer, host or representative;
• application of SPI’s Guest Code of Conduct;
• accessibility arrangements;
• photography or filming by SPI;
• age or supervision arrangements;
• information provided before an Event;
• a refund, transfer or cancellation decision;
• safety or welfare concerns which are not an immediate emergency; or
• another aspect of SPI’s service.

2. Concerns during an Event

Where practical, guests are encouraged to raise a concern with an SPI host or representative during the Event if the issue can reasonably be dealt with at the time.

This may allow SPI to:

• clarify a misunderstanding;
• address a behaviour concern;
• correct an arrangement;
• provide reasonable assistance;
• investigate something while information is still available; or
• prevent a problem from continuing.

A guest is not required to confront another guest directly.

Where a concern involves another attendee, guests should normally report it to an SPI representative rather than escalating the situation themselves.

3. Emergencies and immediate safety concerns

This Complaints Procedure is not a substitute for emergency action.

Where there is an immediate risk of serious harm, fire, violence, medical emergency or other urgent danger, guests should follow instructions from SPI, Venue staff, security personnel or emergency services.

Where appropriate, emergency services should be contacted without waiting for SPI’s complaints process.

4. How to make a complaint

Complaints may be sent through the Contact SPI form or by email to hello@spookypi.co.uk.

If you need a reasonable adjustment or an alternative accessible method to make a complaint, tell SPI what barrier you experience and what would help. No particular format or legal wording is required.

Where possible, please include:

• your name;
• your booking reference, if applicable;
• the Event name and date;
• the Venue;
• a clear description of what happened;
• relevant dates or approximate times;
• names or descriptions of people involved where known;
• any relevant emails, photographs or other information; and
• what outcome you are seeking, if you have a particular outcome in mind.

You do not need to use any particular legal wording.

5. Complaints on behalf of another person

SPI may accept a complaint made on behalf of another person where this is appropriate.

Where the complaint relates to personal information or circumstances concerning another adult, SPI may need reasonable confirmation that the person has authorised the representative to act for them.

A parent or another person who has parental responsibility for a child may raise a complaint relating to that under-18 attendee.

6. When complaints should be made

Complaints should preferably be made as soon as reasonably possible after the matter arises.

Prompt complaints make it easier for SPI to obtain accurate information, speak to relevant people and preserve records.

SPI will not automatically reject a complaint merely because some time has passed, but delays may affect what can reasonably be investigated.

7. Acknowledgement

SPI will normally acknowledge a written complaint within 5 working days.

The acknowledgement may:

• confirm receipt;
• request further information;
• explain who is dealing with the complaint; or
• identify an expected timescale for a substantive response.

8. Investigation

The nature of the investigation will depend on the complaint.

SPI may reasonably:

• review booking or Event records;
• review relevant emails or messages;
• speak to the complainant;
• speak to SPI representatives;
• speak to Venue staff;
• consider photographs, video or other relevant records;
• review applicable policies and Event-specific information; and
• seek further information from people reasonably involved.

SPI will aim to investigate fairly and proportionately.

9. Response time

SPI will normally aim to provide a substantive response within 20 working days of receiving sufficient information to investigate the complaint.

Some matters may take longer, particularly where:

• several people need to be contacted;
• information must be obtained from a Venue or third party;
• safeguarding or safety issues are involved;
• the matter is particularly complex; or
• key people are temporarily unavailable.

Where there is a significant delay, SPI will aim to keep the complainant reasonably informed.

10. Fairness

SPI will consider complaints objectively and on the information reasonably available.

A complaint will not be rejected merely because:

• the complainant disagrees with SPI;
• the complaint concerns a volunteer or director;
• the complainant has previously complained;
• the complainant is disabled or has another protected characteristic; or
• the matter may be uncomfortable or inconvenient to investigate.

Equally, making a complaint does not automatically mean that SPI has acted incorrectly.

11. Possible outcomes

Depending on the circumstances, SPI’s response may include:

• an explanation;
• clarification of what occurred;
• an apology;
• correction of inaccurate information;
• changes to future communication or procedures;
• reasonable remedial action;
• a refund, transfer or credit where appropriate under SPI’s policies or applicable law;
• further staff or volunteer guidance;
• review of Event arrangements;
• referral to a Venue or third party where they are responsible for the relevant issue; or
• confirmation that SPI does not uphold the complaint.

The appropriate outcome will depend on the circumstances.

12. Refund-related complaints

Where a complaint concerns cancellation, refunds, rescheduling, ticket transfers or non-attendance, SPI will also consider its Cancellation, Refund & Ticket Transfer Policy.

Making a complaint does not create an automatic right to a refund.

Equally, this Procedure does not remove any refund or consumer right which otherwise applies.

13. Complaints concerning another guest

Where a complaint concerns another guest, SPI may investigate and take reasonable action where appropriate.

However, SPI may not always be able to disclose:

• personal information about another person;
• details of confidential discussions;
• safeguarding information;
• disciplinary action;
• internal records; or
• information which SPI is legally required to keep confidential.

SPI may therefore confirm that a matter has been considered without providing full details of any action taken.

14. Complaints concerning an SPI representative

A complaint concerning an SPI volunteer, host, director or representative will be considered by an appropriate person who is not unnecessarily involved in the subject matter wherever reasonably practicable.

Where the complaint concerns the person who would ordinarily deal with complaints, it should be referred to another suitable director or authorised person where possible.

15. Safeguarding complaints

Where a complaint raises a safeguarding concern relating to a child or vulnerable person, it will be referred to an appropriate SPI director and may be handled under Safeguarding & Child Protection rather than solely under this Procedure.

SPI may need to share relevant information with:

• the Venue;
• emergency services;
• police;
• local authority safeguarding services;
• another appropriate safeguarding body; or
• another person or organisation where disclosure is lawful and reasonably necessary to protect someone.

Safeguarding concerns will not be treated merely as ordinary customer-service complaints where a more protective response is required.

16. Criminal conduct

Where a complaint suggests that a criminal offence may have occurred, SPI may recommend that the matter is reported to the police or may itself make an appropriate report where lawful and necessary.

SPI’s internal investigation cannot replace a police investigation.

17. Personal data

Personal information supplied during a complaint will be handled in accordance with applicable UK data-protection law and SPI’s Privacy Notice.

A complaint specifically about SPI’s handling of personal information may use the dedicated data-protection complaint process in the Privacy Notice.

SPI may retain complaint records where reasonably necessary for purposes including:

• resolving the complaint;
• legal or insurance requirements;
• safeguarding;
• demonstrating how a decision was reached;
• identifying recurring issues; and
• improving services.

18. Managing abusive or unreasonable communications

SPI will not reject a genuine complaint merely because it is strongly expressed or critical.

However, SPI may reasonably limit or manage communications which involve:

• threats;
• harassment;
• discriminatory abuse;
• persistent personal abuse;
• knowingly false or malicious allegations;
• excessive repetition of matters already fully addressed without materially new information; or
• communication at a volume or frequency which makes reasonable handling impracticable.

Any restriction should be proportionate and should not be used simply to avoid dealing with a legitimate complaint.

19. Review of a complaint decision

If a complainant believes that significant information was overlooked or that the complaint was not handled fairly, they may request a review.

A review request should normally explain:

• what part of the response is disputed;
• what relevant information may have been overlooked; and
• what outcome is being requested.

SPI will normally acknowledge a review request within 5 working days and aim to provide a review outcome within 20 working days once enough information is available. If reasonably more time is needed, SPI will aim to keep the complainant informed.

Where reasonably possible, someone different will conduct the review. If no sufficiently independent internal person can fairly do so, SPI may consider an appropriate independent person or external adviser.

20. External rights and remedies

Using SPI’s Complaints Procedure does not prevent a customer from exercising any legal or statutory right available to them.

Depending on the nature of the matter, a customer may also have rights through:

• their card issuer or payment provider;
• a relevant consumer body;
• the Information Commissioner’s Office for data-protection matters;
• the police or safeguarding authorities; or
• the courts.

SPI does not require a customer to give up those rights as a condition of using this Procedure.

21. Relationship with other SPI policies

This Procedure should be read together with relevant SPI policies, including:

• Terms & Conditions
• Cancellation, Refund & Ticket Transfer Policy
• Guest Code of Conduct
• Accessibility at SPI Events
• Age Requirements at SPI Events
• Photography & Filming at SPI Events
• Privacy Notice
• any Event-specific information supplied before booking.

22. Contact SPI

For complaints or questions about this Procedure, contact:

Spooky Paranormal Investigations Ltd

Email:
hello@spookypi.co.uk

Company number:
16540220

Registered office:
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ

Website:
spookypi.co.uk