Outside Edge Theatre Company is committed to providing the best possible experience to our service users and other stakeholders, but we do acknowledge that sometimes things go wrong.
Whilst we take great care to ensure that we provide all our services efficiently, courteously and to a high standard, we accept that complaints may be made. A complaint is a valid expression of dissatisfaction and however it is made, by email, letter, telephone or verbally, we will investigate it and use it as a means to improve our standards of service.
How to complain:
If you find the need to make a complaint, we aim to:
- Encourage dissatisfied service users and stakeholders to comment/speak to a member of staff immediately
- Resolve the problem quickly and effectively
- Learn from the situation and put measures in place to prevent it happening again
Many complaints can be resolved informally. In the first instance contact us and, if you feel able, speak to the member of staff (or team) with whom you have had contact or ask to speak to the relevant manager, who will try to resolve the matter.
If you are unable to give us your feedback immediately, or do not wish an informal solution, please contact us via the following methods to make a formal complaint:
Email:
Phone:
020 7371 8020
Post:
Outside Edge Theatre Company
Brady Arts Centre
192-196 Hanbury Street
London E1 5HU
Can I make an anonymous complaint or direct my complaint directly to the charity’s Board of Trustees?:
Yes. If you would prefer to make an anonymous complaint, or if your complaint relates to the charity’s Participation and Operations Manager or Artistic Director/CEO and therefore you would prefer to make a complaint directly to the charity’s Board of Trustees, then you can follow a link to an online form here.
Who can complain?:
Anyone we engage with. This includes audiences, participants, consultants, contractors and donors. If an employee, freelancer, trainee or volunteer wishes to make a complaint, they should instead follow OETC’s standard grievance process, which is outlined in the charity’s Disciplinary Procedure Policy.
If you complain:
- You will be treated with respect
- You will be listened to
- You will not have services withdrawn
- You will not be labelled a troublemaker
- You will be kept informed about the progress of your complaint.
What happens next?:
All formal complaints will be dealt with by our Participation and Operations Manager, or the person they feel can best respond to your concerns. We will acknowledge all written complaints within five working days of receiving the letter/email, at which point your complaint will be investigated. You may be contacted to obtain any additional information that we may require to help us resolve the complaint. You will receive a response to your complaint within 28 working days of its receipt.
If, as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the outcome of your complaint outside of any disciplinary procedure.
If a criminal offence is alleged, then the police will be informed.
Can you take your complaint elsewhere?:
You can contact the Charity Commission for further information on making complaints about a charity.
Their website is https://www.gov.uk/complain-about-charity