Complaints Policy

COMPLAINTS PROCEDURE

RESOLVING COMPLAINTS

Fixation Theatre Company is committed to ensuring that all children/young people participating in any of our programmes have a positive and rewarding experience. However, it is inevitable that there may be an occasion when a concern arises that requires investigation. In the majority of cases, it is expected that they will be resolved in an appropriate and effective way with the relevant programme manager. However, should a complaint be raised that requires a more formal investigation and response, Fixation Theatre Company has a procedure in place to ensure that the complaint can be dealt with as quickly as possible and in the best interests of all parties involved.

HOW TO MAKE A COMPLAINT

If your complaint relates to a specific event or project delivered by Fixation Theatre Company, the initial contact should be with the employee running the event, who will do their best to resolve your complaint. If, after this initial contact, you feel that your concern has not been addressed, you should then contact the Fixation Theatre Company office and ask to speak to a member of the Senior Management Team, who will assist you.

Fixation Theatre Company is committed to acknowledging all formal complaints within seven days and aims to resolve all complaints within four weeks. In the case of more serious complaints this may take longer, but you will be kept informed of progress.

If you have concerns that your complaint was not handled correctly in the first instance and still believe that you have not had a satisfactory outcome, you should contact the Artistic Director, Laura Davitt in writing to laura@fixationtheatre.com, who will investigate the procedures followed subsequent to you lodging your complaint. If, after reviewing the procedures the Artistic Director, discovers discrepancies, a further investigation will be carried out. If, after reviewing the procedures, the Artistic Director is happy that the procedures were followed correctly, and your complaint has been addressed, the matter will be closed.

Fixation Theatre Company will only review an original response to a complaint once, and when the Artistic Director is satisfied that the response and the outcome were satisfactory, there will be no further investigation or appeal.

Adopted on: 8th November 2018                                           

Reviewed on:  16th September 2019              

Next Review Due: 16th September 2020