Complaints Policy

Information about the OFI complaints procedure

This complaints procedure is the first step for anyone who wishes to make a complaint regarding an Open Floor teacher or faculty of an Open Floor Training.

You may be a student/dancer who has a concern about or a conflict with an Open Floor teacher or faculty that you have not been able to resolve informally.

When concerns arise, we hope these can be raised informally, directly with a teacher or faculty and will be dealt with promptly and respectfully. If you have tried this and still need support, clarity or mediation to resolve the situation, please get in touch with us.

One of the ways in which we can continue to improve is by listening and responding to the views of our community and teachers, and in particular by responding positively to complaints, and by putting mistakes right.

Open Floor teachers are required to sign a code of ethics as well as being registered members of the ICMTA (or equivalent) that provides ethics and mediation support services for all member teachers and organisations. Open Floor International is an organisational member of ICMTA.

Our aims at OFI

To resolve informal concerns and complaints promptly
To engage in conversation with the complainant and to listen to their complaint with respect and openness
To enable mediation, if necessary, with the ICMTA between the complainant and the individual to whom the complaint has been referred where appropriate.

OFI is responsible for...

Acknowledging the formal complaint in writing
Responding within a stated period of time
Dealing reasonably and sensitively with the complaint
Taking action where appropriate

A complainant is responsible for:

Bringing their complaint to the attention of OFI, if possible in writing via the complaints form.
Raising concerns promptly and directly with the teacher/faculty as a starting point.
Explaining the problem as clearly and as fully as possible, including any action taken to date
Allowing OFI a reasonable time to deal with the matter
Recognising that some circumstances may be beyond OFI’s control
Being willing to engage with mediation services offered by ICMTA if relevant

Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure that OFI maintains the confidentiality of the complainant. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merits). Should this be the case, the situation will be explained to the complainant.