Three Acres And A Cow is produced by Modify The Van CIO, registered charity number 1215146. In order to ensure our services remain at a high and improving standard, we have a procedure by which you can let us know of any reason why you are not satisfied with us or our dealings with you. The emphasis in this Complaints Procedure is on solving problems quickly, simply and fairly, it is hoped that the great majority of issues can be settled amicably straight away.
How to make a complaint
If you have a complaint, it is often best to start by talking to the relevant staff member or directing it to the host venue. However, we recognise that this may be difficult or inappropriate at times. If this is the case, then please contact us via threeacresacow@gmail.com and one of our touring party (performers or tour manager) will respond. If your complaint relates to a member of our touring team, you may contact charity trustee Ed Mackay directly via ed@modifythevan.com.
Often, we will be able to give you a response straight away, when the matter is more complicated, we will give you at least an initial response within five working days and a final response within a fortnight.
Making a formal written complaint
After you’ve received this response, if you are still not satisfied you can escalate this to a formal written complaint which must be done within a week of receiving our reply. Complaints received outside this window will not be considered. The trustees will acknowledge you within five days and respond within a month. It is easier for us to handle your complaint if you provide as much detail as possible. We accept that you may wish to stay anonymous to a particular staff member and will respect this as far as possible, however it will normally be necessary to share the content of the complaint with the person whilst investigating.
All written complaints will be logged, and you will receive a written acknowledgement within five working days. Our aim is to investigate your complaint properly and resolve the matter fully within thirty working days.
Independent review
If need be, your final recourse is to ask the chair of trustees to review the case and check that the trustee or coordinator was fair and proportional in handling matters in line with our policies. You must do this within a week of receiving our reply to your formal complaint. Requests received outside this window will not be considered. You can email our chair {name} via {email} for an independent review.
Trustees are independent members of the charity not employees, they have oversight for the governance of the organisation.
The purpose of this review is to determine whether the Trust’s policies and procedures were properly followed in reaching the decision. The Chair will not re-investigate the substance of the complaint, substitute their own judgement for that of officers, or consider new evidence, but will focus solely on the appropriateness and integrity of the process applied.
Requests for independent reviews will be logged, and you will receive a written acknowledgement within five working days. Our aim is to investigate your complaint properly and resolve the matter fully within thirty working days. If you are still not satisfied then you can take this matter up with the Charity Commission.
This policy was reviewed in June 2026.