Complaints Procedure

Last updated: 1 September 2026 · Version 1.0

We want to hear from you if something hasn't gone as it should — whether that's about a rehearsal, a lesson, a concert, a payment, or how you've been treated by anyone connected with OHB Music.

How to complain

1. In the first instance, speak to your Musical Director, tutor, or section rep — many issues can be resolved quickly and informally this way.
2. If that isn't appropriate or doesn't resolve things, email hello@ohbmusic.org.uk with as much detail as you can.
3. Safeguarding concerns should always go directly to safeguarding@ohbmusic.org.uk rather than through this general process — see our Safeguarding page.

What happens next

• We'll acknowledge your complaint within 5 working days.
• The Managing Director (or a committee member not involved in the original issue) will look into it and respond with an outcome, normally within 20 working days.
• If you're not satisfied with the outcome, you can ask for the matter to be reviewed by the wider committee.

Confidentiality

We handle complaints discreetly and only share details with those who need to know in order to investigate and resolve the issue fairly.