Complaints Policy

1. Our approach

We welcome feedback and take complaints seriously. We aim to make the process accessible, fair and proportionate; investigate without bias; protect people from disadvantage for raising a genuine concern; and use outcomes to improve our work.

2. How to make a complaint

Where practical, first speak to the team involved so that the issue can be resolved quickly. For a formal complaint, provide your name and contact details, what happened, when it happened, anyone already contacted and the outcome you are seeking.

Email admin@pavtheatre.com, telephone 01493 662841, or write to Complaints, Pavilion Theatre, Pier Gardens, Gorleston, Norfolk NR31 6PP. Tell us if you need a reasonable adjustment or another communication format.

Safeguarding concerns should follow our safeguarding policy. If anyone is in immediate danger, call 999.

3. What happens next?

1. Acknowledgement: we normally acknowledge a formal complaint within five working days and identify who will handle it.
2. Investigation: we review relevant records, speak to appropriate people and keep you informed if the matter is complex.
3. Outcome: we aim to provide a clear written response within 20 working days. If that is not possible, we explain why and give a revised timescale.
4. Review: if you remain dissatisfied, ask within 20 working days for a review by a senior person or trustee who was not responsible for the original decision where practicable.

4. Data protection complaints

Clearly identify a complaint about how personal information was collected, used, shared, secured, retained or handled when you exercise a data protection right. We acknowledge a data-protection complaint within 30 days, investigate without undue delay, keep you informed and explain the outcome.

You can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113.

5. Other organisations that may help

• The Fundraising Regulator can consider eligible fundraising complaints after our process has been completed.
• The Charity Commission accepts reports about serious harm or regulatory concerns but does not resolve ordinary service disputes.
• Consumer advice and alternative dispute routes may be available for a ticket or service complaint.
• Statutory safeguarding bodies and the police should receive concerns that need their powers or an urgent response.

6. Confidentiality, records and learning

We limit complaint information to people who need it, while recognising that a fair investigation may require information to be shared. We keep a record of the complaint, evidence, decisions and actions, monitor themes and report significant risks through the appropriate governance route. Abusive or persistently unreasonable behaviour may be managed proportionately without preventing legitimate concerns from being heard.