Jali Collective is a not-for-profit grassroots collective based in Edinburgh Scotland registered as Jali Collective Ltd a private company limited by guarantee. Our purpose is to widen access to African cinema and to celebrate and elevate Black, African and diaspora stories through film and culture. We curate film screenings, festivals, workshops and related events that bring Black, African and diaspora cinema to audiences.

Our Commitment

Jali Collective is committed to handling complaints in a way that is fair, respectful and proportionate.

We will:

• make it as easy as possible to raise a complaint

• listen carefully and treat complaints seriously

• deal with complaints promptly and in good faith

• make reasonable adjustments where needed to help someone use this policy

• avoid conflicts of interest in how complaints are handled

• keep information as confidential as we reasonably can

• keep a written record of formal complaints and outcomes

• learn from complaints and improve our practice where needed

What Is a Complaint

A complaint is any expression of dissatisfaction about Jali Collective’s service, event, communication, decision or conduct that calls for a response.

A complaint can be made in person, by email or in another agreed format.

Examples might include:

• poor communication or failure to respond

• disrespectful or inappropriate behaviour by someone representing Jali Collective

• concerns about access, inclusion or fairness in how we have operated

• dissatisfaction with how a previous concern was handled

What This Policy Does Not Cover

This policy is for public-facing complaints about Jali Collective’s activities and conduct.

It does not replace other procedures where another route is more appropriate. For example:

• if there is an immediate safety issue at an event, please speak to the venue duty manager or Jali Collective point of contact straight away

• if the concern is about a child or young person’s safety, we may need to handle it under our Child Protection & Safeguarding Policy

• if the concern is about how we have handled your personal data, we may handle it under our Privacy & Data Protection Policy

If we think another policy or process applies, we will tell you.

Reasonable Adjustments and Accessibility

We want this policy to be accessible. If you need this policy in another format or if you need support to make a complaint in a different way, please contact us and we will work with you to find an accessible option.

How to Make a Complaint

You can raise a complaint:

• in person at an event with a Jali Collective point of contact, where appropriate

• by email at contact [at] jalicollective.co.uk

• by post at Jali Collective, Custom House, 67 Commercial Street, Edinburgh, EH6 6LH

Please include, where possible:

• your name and preferred contact details

• what happened

• when and where it happened

• who was involved, if known

• any relevant documents, screenshots or other information

• what outcome you are seeking

If you want us to investigate a complaint, you should normally raise it within three months of the incident or issue. We may still consider complaints raised later if there is a good reason for the delay.

Informal Resolution

Where appropriate, we will first try to resolve a complaint quickly (e.g. on the spot) and informally. Informal complaints may be dealt with any member or representative of Jali Collective, including the person being complained about.

This may involve:

• listening to your concern

• clarifying what happened

• apologising where we got something wrong

• taking simple action to put things right

We aim to resolve informal complaints within 10 working days.

If the issue is more serious, cannot be resolved informally or you would prefer a formal response, we will move to the formal stage.

Formal Resolution

If a complaint cannot be resolved informally, you can make a formal complaint by email or post. All formal complaints will be dealt with directly by one of the directors of Jali Collective.

We will:

• acknowledge your complaint within 5 working days of receipt

• appoint a director to handle it who has not been directly involved, where possible

• review the information fairly and proportionately

• speak to any relevant people involved

• keep a written record of the complaint and outcome

• send you a full written response within 20 working days

If we need more time, we will tell you why and let you know when you can expect a response.

Our response will normally include:

• what we understood the complaint to be

• what steps we took to look into it

• our decision

• any apology, action or learning arising from it

• what to do if you remain dissatisfied

Contact Us

If you would like to make a complaint, request our full complaints policy, request this procedure in another format or ask a question concerning complaints, please contact us at: contact [at] jalicollective.co.uk

This policy and procedure was last reviewed July 2026.