Complaints Procedure

The Three Counties Agricultural Society’s shows include CountryTastic, RHS Malvern Spring Festival, Three Counties Championship Dog Show, Royal Three Counties Show and Malvern Autumn Show. All other events held at the showground are third party venue hire events and any complaints regarding these events should be directed to the event organisers.

We interpret as a complaint any expression of dissatisfaction with a show which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our shows. We want to help you resolve your complaint as quickly as possible and have set out below our complaints procedure as follows.

  • Our standards for handling complaints
  • How to complain
  • If you remain dissatisfied

We are committed to providing a shows programme that meets our charitable objectives and at the same time continues to improve the promotion of agriculture, horticulture and arboriculture, apiculture, forestry, rural skills and conservation for the public benefit. In order to do this we need you to share with us any comments about our shows and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

What is a Complaint

We treat as a complaint any expression of dissatisfaction with a show which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our shows. A complaint is an expression of dissatisfaction, whether justified or not and covers the following:

  • The standard of service we provide at a show
  • The content of a show
  • The behaviour of our staff or any action or lack of action by staff affecting an individual or group

A complaint needs to be made in writing by email or letter within 5 workings days after the last day of a show.

Our standards for handling complaints are as follows:

  • We treat all complaints seriously, whether they are made by letter or by email
  • You will be treated with courtesy and fairness at all times
  • We will treat your complaint in confidence
  • We will deal with your complaint promptly - we will acknowledge receipt of a written complaint within 5 working days and we will send you a full reply within 20 working days of receipt.

Confidentiality

All complaints received will be dealt with confidentially and in accordance with the Data Protection Act 1998.

How to Complain

You can make a complaint by email or post. You can send an email to info@threecounties.co.uk or in writing to Three Counties Agricultural Society, The Showground, Malvern, Worcestershire WR13 6NW.

We have a 2-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible stating that you are making a complaint in line with our procedure.

Stage 1

This is the first opportunity for the Three Counties Agricultural Society to resolve a complainant’s dissatisfaction, and the majority of complaints will be resolved at this stage. In the first instance, we will try to get your complaint resolved by the Department Head of the area against which the complaint has been made. Upon receipt of your complaint we will contact the relevant Department Head and ask them to deal with your complaint.

Stage 2

If you are dissatisfied with the response you may request a review by the Head of Shows and Commercial. If your request to a review is accepted then any outcome from this review will be final.