Public Complaints

Small World Theatre welcomes feedback from the wider community about the provision of education, services and facilities offered as part of our commitment to enhancing the quality of our provision. If you wish to make a complaint, we will aim to resolve problems quickly and fairly.

Any complaints by members of the public about either the conduct of a staff member or services provided by Small World Theatre should in the first instance be reported to the Communications Manager, sam@smallworld.org.uk

Written and verbal complaints to the Manager will be reported to the organisation’s Directors. All complaints received in writing will be acknowledged within 5 working days of receipt with an explanation of the next steps.

Real-time Complaints

When a real-time complaint is made either over the phone or in person, this should be directed to a member of staff on duty at reception. Our staff will ask for clarification of what the issue is and where it’s happening. They will pass this on to the Manager who will resolve the issue.

If a complaint cannot be resolved by the Manager, it will be escalated to the formal complaint procedure. In some cases, for where the nature of the complaint is severe, it will automatically be dealt with using the formal complaint procedure below.

Formal Complaint Procedure

  • Complaints of a serious nature, will be investigated by the Executive Director who will write to the member of the public within 10 working days.
  • A formal complaint considered under this procedure will result in one of the following outcomes:
  • The complaint is upheld and written correspondence explaining this and any actions taken as a result with be sent to the complainant.
  • The complaint is not upheld, but the Director believes the complaint has been investigated fairly in which case the complainant will receive a written explanation. There is no further right of appeal

 

Updated 28/7/20