Our Complaints Policy
Our goal is always to surpass expectations and provide a high-quality, professional experience for everyone we come into contact with in the delivery of our work. If we ever fail to reach our high standards, here’s how we try to put things right.
We’re sorry if something has gone wrong. We take all complaints seriously and will do our best to put things right quickly. Chain Reaction 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.
Definition of a Complaint: A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Chain Reaction.
Scope of the Procedure
This procedure covers complaints relating to Chain Reaction’s services, programmes and activities, including service delivery and fundraising methods. It does not cover employee grievances, which are dealt with under separate internal procedures.
Our policy is:
To provide a fair complaints procedure which is clear and easy to use.
To make sure everyone at Chain Reaction knows what to do if a complaint is received.
To ensure 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 use feedback from complaints to improve our services and organisational practices.
If you have a complaint regarding Chain Reaction
Please follow the procedure set out below:
1. Who may complain?
Anyone who is affected by the activities of Chain Reaction.
2. What information should the complaint contain?
The background to the complaint (what happened, where and on what date).
Any relevant details or supporting information that may help us investigate the complaint.
Complaints that are clearly abusive, vexatious or repetitive may not be investigated.
3. Making a complaint
Complaints can be submitted in the following ways:
By email
By post
By telephone
By completing the complaints form in this file
Contact details:
Chain Reaction, Millers House, Three Mills Lane
London, E3 3DU, 0208 891 9527, admin@chainreactiontheatre.co.uk
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If possible, raise the issue informally with the person most directly involved as soon as possible after the situation arises.
Complaints should normally be made within one calendar month, although complaints submitted outside this timeframe may still be considered where appropriate.
Completed forms should be sent to the Artistic Director or Senior Strategy & Project Manager. If the complaint relates to either of these individuals, it should be submitted to the Administrator in the first instance.
We will acknowledge your complaint within 7 working days of receipt.
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Your complaint will be reviewed and investigated by the appropriate person.
We aim to provide a full and considered response within 30 working days of acknowledging your complaint.
If the investigation takes longer, we will provide updates.
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If you are dissatisfied with the response, you may request that the complaint is escalated.
The matter may be referred to Chain Reaction’s Board of Trustees and you will receive the outcome in writing.
4. What you can expect from Chain Reaction
We will:
Deal impartially with your complaint within the timeframes set out above and in a polite and straightforward way.
Maintain confidentiality throughout the complaints process, sharing information only where necessary to properly investigate the complaint.
Ensure that no complaint made in good faith will be used to your disadvantage in the future.
5. Record Keeping
Chain Reaction will keep a record of complaints received, including the nature of the complaint, how it was investigated and the outcome. These records will be stored securely in accordance with UK data protection legislation.
The Board of Trustees will be regularly updated on complaints received, including themes, outcomes and any actions taken, to support organisational learning and oversight.
6. Further Action
If you remain dissatisfied after completing our complaints procedure, you may contact the Charity Commission for England and Wales for further guidance.