Complaints Procedure

Feedback from residents, staff, collaborators, and visitors plays a valuable role in helping Arteles grow and improve. We welcome input and feedback, including complaints, and are committed to taking concerns seriously. Complaints can also be submitted by email to info@arteles.org


PROCESS

1. Receiving the complaint
Submit the complaint using the Complaint Form, including your name (unless submitting anonymously) and a description of the concern. Complaints can also be submitted by email to info@arteles.org

2. Reviewing the complaint
Complaints will be reviewed by the Arteles Director or another designated staff member(s). Depending on the nature of the complaint, other team members or external support may be consulted to ensure a fair and thorough response. If the complaint involves the Director, it can be addressed to a different team member via email (e.g., Amber Harmon, Residency Coordinator, amber.harmon@arteles.org).

3. Responding to the complaint
We will follow up with the person who submitted the complaint, outlining the actions taken or proposed. Anonymous complaints are accepted, but we won’t be able to follow up directly in that case.

We aim to resolve complaints as soon as possible (within a week). If more time is needed due to the complexity of the issue, we will provide weekly updates until the matter is resolved.


RESOLUTIONS AND ACTIONS

Most issues can be resolved quickly and informally. We encourage open communication among residents and staff.
If possible, and if it feels safe, we suggest trying to resolve matters directly with the person involved.
If the situation cannot be resolved this way, or if a more formal route is needed, a complaint can be submitted.
If you’re not satisfied with the outcome, you may request a second review. In that case, the matter will be reviewed by a different staff member. After this second review, the matter will be considered closed, and no further appeal can be made.


Arteles reserves the right to amend or improve this Complaints Procedure to enhance its effectiveness.