COMPLAINTS AND FEEDBACK PROCEDURE

(Updated 10/08/2020)


FEEDBACK

You may not want to make a complaint, but have ideas about how to make things better. We welcome suggestions about how we can improve what we do. Email the Administrator at info@theatrecats.co.uk


COMPLAINTS

Theatre Cats aims to provide the best service that we can. Sometimes things go wrong. We want you to tell us if there is something you are not happy about as we will try to put things right.


Who can make a complaint?

You can make a complaint if you:

  • Are a participant in a Theatre Cats' workshop/class

  • Are an audience member or a participant in an Theatre Cats Performance

  • Have been refused a service or an opportunity to participate in a Theatre Cats event or activity


Informal Complaint

If you are not happy with something at a Theatre Cats session, or at an event you can:


  • In the first instance, talk to a member of staff. Explain your concern.

  • Talk about what you think needs to change to make things better.

  • If you are unhappy with how the person you speak to deals with what you say, or the outcome, you can make a formal complaint

Formal Complaint

You can make a formal complaint to the Administrator of Theatre Cats. Email info@theatrecats.co.uk

Telephone 01283 337953. When you write or speak to the Administrator about the issue that concerns you, he/she will take the following actions:


  • Write down what you say and send a copy of this to you and/or respond within 48 hours of

your initial contact.

  • Address your concerns with the rest of the management team.

  • Send a response within 20 days of being contacted.


Theatre Cats will keep a written record of all complaints and their outcome for at least two years.

01283 337953

info@theatrecats.co.uk

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