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Complaints Policy

At English National Ballet we are committed to providing an excellent experience for our visitors, audiences and customers. We welcome all feedback to ensure continuous improvement across all our activities including the facilities at Mulryan Centre for Dance as well as the services that we provide.

Our policy is:

  • To provide a fair complaints procedure which is clear, accessible and easy to use
  • To make our complaints procedure publicly available so that people know how to use it
  • To make sure all complaints are investigated fairly and without discrimination or bias, in accordance with the Equality Act, 2010
  • To respond to all complaints in a timely manner
  • To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of ENB. Complaints may come from any person or organisation who has a legitimate interest in ENB.

A complaint can be received verbally, by phone, by email or in writing.

Complaints Procedure

If you wish to make a complaint to ENB, you can contact us in any of the following ways:

Telephone

+44 (020) 7581 1245

Monday – Friday 10:00 – 18:00

Saturday – Sunday 10:00 – 16:00

Please call us to speak directly to a team member.

If your  complaint requires investigation or a formal response, the team member will take your name and contact details to pass on the appropriate team.

Email or post

info@ballet.org.uk

Complaints Team
English National Ballet
Mulryan Centre for Dance
41 Hopewell Square
London
E14 0SY

Please write to us and provide as much information as you can, including:

  • The nature of your complaint
    • Relevant details including dates and times
    • Details of any previous contact you have had with us
    • What resolution you are seeking
    • Any further information you consider relevant to your complaint

Your correspondence will be directed to the relevant team for further investigation.

Next steps

We aim to acknowledge your complaint within five (5) working days and respond within fifteen (15) working days, via the contact details you provide.

If the person handling your complaint needs any further information from you in order to try to resolve the matter, they may contact you.

If the complaint relates to a specific person, that person will be informed and given a fair opportunity to respond.

We will always work as quickly as possible, but we may need to ask for your patience whilst finding a suitable resolution.

Further Escalation

If you do not think your complaint has been resolved satisfactorily you can appeal to the Executive Director. (If your complaint is about the Executive Director, it will be dealt with by the Chair of Trustees).

Please send an email to info@ballet.org.uk setting out the reasons for your continued appeal. The Executive Director (or Chair) will investigate the issue. You will receive an email confirming the decision of the Executive Director (or Chair). This decision will be final.  We will confirm by email that English National Ballet has exhausted its Complaints Procedure and the matter is now resolved or closed.

If after exhausting our internal process, you remain unhappy with our efforts to resolve your complaint depending on the nature of the matter you may be able to pursue the matter with:

OfCom

Competition and Markets Authority

Charities Commission

Fundraising Regulator

Discontinuing Complaints

ENB will treat all complaints seriously and will deal with them without recrimination.

ENB reserves the right to terminate consideration of a complaint and/or restrict access to staff or procedures if a complaint is found to be unreasonable. Examples include but are not limited to complainants who:

  • Are, or seek to be disruptive; and/or
  • Whose requests are disproportionate and/or unnecessary and/or cause disproportionate and/or repeated efforts by members of staff.

In the event a complaint is terminated the complainant will be notified of this decision in writing.

Privacy

English National Ballet will use your personal information for the purpose of administering your complaint. Your personal information will be properly safeguarded and processed in accordance with the requirements of privacy and data protection legislation. Please see our Privacy Statement for more information.

Making a fundraising complaint

Being registered with the Regulator means we pledge to stand by its Fundraising Promise and ensure that our fundraising methods are of the highest standard – always legal, honest, open and respectful.

We hope you won’t ever have cause to make a fundraising complaint, but if you do want to contact us, we will always take your complaint seriously, with respect and in confidence. We will investigate your complaint thoroughly and fairly to find out the facts of the case, avoiding unnecessary delay.

Please make your complaint as soon as possible after the incident or communication has taken place. Once we receive your complaint, we promise to contact you within five working days. If the matter is complex, we will let you know how long we think our final response will take. We aim to respond in full to all complaints within 20 working days.

If you are not satisfied with our response, please let us know and we will refer your complaint to the Senior Leadership Team. We will provide you with clear, evidence-based reasons for our decision ensuring that our decisions are proportionate, appropriate and fair.

The Executive Director will review all actions taken, decide if further action is required and will send a final response.

If you are still not happy that your complaint has been fully dealt with, you can contact the Fundraising Regulator who will independently investigate your complaint.

Contact us

Email: support@ballet.org.uk

Please put ‘Fundraising complaint’ in the subject line and set out the details of your complaint in the body of the email.

Postal address:

Development team (Fundraising)
English National Ballet
Mulryan Centre for Dance
41 Hopewell Square
London
E14 0SY

 You can contact the Fundraising Regulator using the contact details below:

www.fundraisingregulator.org.uk

Telephone: 0300 9993407

Fundraising Regulator 2nd Floor
CAN Mezzanine Building
49-51 East Road
London
N1 6AH

Removing yourself from fundraising communications

You can choose to stop all fundraising communication from us by submitting a request using the Fundraising Preference Service.