1. Purpose

Calderdale Pride is committed to delivering inclusive, safe, and enjoyable events for all attendees and the wider community. This policy outlines how complaints, including those related to noise, will be managed fairly, promptly, and transparently.

2. Scope

This policy applies to:

• Attendees of Calderdale Pride events
• Local residents and businesses
• Volunteers, staff, and performers
• Any other stakeholders affected by Calderdale Pride activities

3. Types of Complaints Covered

• General service dissatisfaction
• Behaviour of staff, volunteers, or performers
• Accessibility concerns
• Environmental issues, including noise complaints
• Safety or safeguarding concerns

4. Noise Complaints

Noise complaints are taken seriously, especially given the impact on local residents. Calderdale Pride will:

• Comply with Calderdale Council’s noise regulations, including decibel limits and permitted hours 
• Submit a Noise Management Plan as part of event licensing, detailing speaker placement, sound monitoring, and mitigation strategies 
• Monitor sound levels in real time during events and adjust as needed
• Provide a dedicated contact (phone/email) for noise concerns during the event
• Log and respond to all complaints promptly, aiming to resolve issues within 5 working days

If a complaint escalates, Calderdale Pride will cooperate with Calderdale Council’s procedures, which may include:

• Submission of a noise diary by the complainant 
• Investigation and potential enforcement under the Environmental Protection Act 1990 or Anti-Social Behaviour, Crime and Policing Act 2014 

5. How to Make a Complaint

Complaints can be made:

• In person at the event (designated information point)
• Email - complaints@calderdalepride.com (details published on the website and event materials)
• Online via the Calderdale Pride website (using the form below)

Complaints should include:

• Your contact details
• A clear description of the issue
• Time, date, and location of the incident
• Any supporting evidence (photos, recordings, diary entries)

6. Complaint Handling Procedure

1. Acknowledgement within 3 working days
2. Initial response within 5 working days
3. Investigation (if needed) completed within 30 working days
4. Outcome communicated in writing
5. Appeals process available if the complainant is dissatisfied

7. Confidentiality and Fairness

All complaints will be handled confidentially and respectfully. No individual subject to a complaint will be involved in its investigation.

8. Continuous Improvement

All complaints will be logged and reviewed annually to improve Calderdale Pride’s operations and community engagement.

Contact Details

Email: complaints@calderdalepride.com

 You can also use the below contact form to submit your complaint.