Montgomery Hall Theatre Complaints Procedure

Policy Version: 1.0

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1. Introduction

At Montgomery Hall Theatre, we are committed to providing a high standard of customer service and ensuring that every visitor enjoys a positive experience.

We value feedback from our audiences, performers, visiting companies and members of the public. Complaints help us understand where improvements can be made and enable us to continually enhance our services.

This procedure explains how to make a complaint and how we will deal with it.

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2. Our Commitment

We are committed to:

• Treating all complaints fairly and impartially.

• Listening to your concerns.

• Investigating complaints thoroughly where appropriate.

• Responding professionally and respectfully.

• Learning from complaints to improve our services.

• Resolving issues as quickly as reasonably possible.

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3. What Is a Complaint?

A complaint is an expression of dissatisfaction about a service provided by Montgomery Hall Theatre.

Examples include:

• Customer service.

• Theatre facilities.

• Accessibility.

• Cleanliness.

• Staff conduct.

• Front of House operations.

• Ticketing administration.

• Website issues.

• Venue management.

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4. What Is Not Covered?

This procedure does not normally cover:

• Artistic decisions or creative content of performances.

• Personal opinions about performers or productions.

• Matters outside the control of Montgomery Hall Theatre.

• Complaints regarding visiting companies that are unrelated to the operation of the venue.

• Requests for refunds that fall outside our published Refund Policy.

• Anonymous complaints where there is insufficient information to investigate.

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5. Raising a Concern During Your Visit

Where possible, we encourage visitors to raise concerns with a member of theatre staff while they are at the venue.

Many issues can be resolved immediately by speaking to a member of the Front of House team or the Duty Manager.

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6. How to Make a Complaint

If your concern cannot be resolved during your visit, you may submit a complaint by:

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Email: mhetheatre@gmail.com

Post: Montgomery Hall Theatre, Church Street, Wath Upon Dearne, Rotherham, S63 7RD.

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Please provide:

• Your full name.

• Contact details.

• The date of your visit.

• The performance or event attended.

• A clear description of your complaint.

• Any supporting information that may assist our investigation.

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7. Timescales

To enable us to investigate effectively, complaints should normally be submitted within 14 days of the event or incident.

Complaints received after this period may still be considered where there are exceptional circumstances.

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8. How We Will Handle Your Complaint

Once we receive your complaint, we will:

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Step 1 – Acknowledgement

We aim to acknowledge receipt of your complaint within five working days.

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Step 2 – Investigation

Where appropriate, we will investigate the matter by reviewing available information and speaking with relevant staff members.

Depending on the nature of the complaint, this may include reviewing:

• Booking records.

• Staff reports.

• CCTV (where available and appropriate).

• Correspondence.

• Venue procedures.

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Step 3 – Response

We aim to provide a full written response within 15 working days of acknowledging your complaint.

If additional time is required due to the complexity of the investigation, we will keep you informed of progress.

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9. Possible Outcomes

Following our investigation, we may:

• Explain what happened.

• Apologise where appropriate.

• Clarify our policies or procedures.

• Take action to improve our services.

• Offer an appropriate resolution where justified.

Each complaint is considered on its own merits.

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10. Refund Requests

Complaints relating to refunds will be considered in accordance with our published Refund Policy.

Submitting a complaint does not automatically entitle a customer to a refund, exchange or compensation.

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11. Unreasonable or Abusive Complaints

We understand that people may become frustrated when things go wrong. However, we expect all communication with our staff to remain courteous and respectful.

Montgomery Hall Theatre will not tolerate:

• Abusive language.

• Threatening behaviour.

• Harassment.

• Discriminatory remarks.

• Repeated complaints about the same matter after a final response has been issued, unless significant new information becomes available.

We reserve the right to end correspondence where behaviour is considered unreasonable or abusive.

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12. Confidentiality

Complaints will be handled confidentially wherever possible.

Information will only be shared with those who need it to investigate and respond to the complaint or where required by law.

Personal information will be processed in accordance with our Privacy Policy.

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13. Continuous Improvement

We regularly review complaints to identify trends and opportunities to improve our services, facilities and customer experience.

Feedback from visitors is an important part of maintaining high standards at Montgomery Hall Theatre.