Baseless Fabric Theatre views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
This policy applies to all staff, including the board of trustees, paid staff, volunteers and freelancers or anyone working on behalf of Baseless Fabric Theatre.
The purpose of this policy:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- To make sure everyone at Baseless Fabric knows what to do if a complaint is received
- To make sure all complaints are investigated fairly and in a timely way.
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
To gather information which helps us to improve what we do
1. Procedure for making a complaint
- Written complaints may be sent to Artistic Director Joanna Turner at WimbleTech Zone 1, Wimbledon Reference Library, Wimbledon Hill Road, London, SW19 7NB or preferably emailed to [email protected]
2. Procedure for resolving the complaint
- Baseless Fabric Theatre will send the complainant an email acknowledging receipt of their complaint within a week of receiving it, enclosing a copy of this procedure.
- Baseless Fabric Theatre will investigate the complaint. This will normally involve passing the complaint to the board of trustees who will review the complaint.
- A member of the board of trustees will then invite the complainant to a meeting to discuss and hopefully resolve the complaint. This will be done within 14 days of the acknowledgement letter being sent.
- Within a week of the meeting, the member of the board of trustees will write to the complainant to confirm what took place and any solutions agreed with the complainant.
- If the complainant does not want a meeting or it is not possible, the member of the board of trustees will send a detailed written reply to the complaint, including his/her suggestions for resolving the matter within 21 days of the acknowledgement letter being sent.
- If the complainant is not satisfied with the proposed resolution, Baseless Fabric Theatre will appoint a different member of the board of trustees to review the decision.
- In the event of a further review, Baseless Fabric Theatre will write to the complainant within 14 days of receiving a request for a review, confirming Baseless Fabric Theatre’s final position on the complaint.
3. Policy Review
- This policy will be reviewed and updated annually by the Board of Trustees. It was last reviewed on 20th October 2024.
