Last updated November 2025
- Purpose of this Policy
acta Community Theatre is committed to providing a positive, respectful and inclusive experience for all participants, audiences, staff, volunteers, trustees and partners. We welcome feedback and take complaints seriously as an opportunity to learn, improve and ensure accountability.
This policy outlines how individuals can raise concerns or complaints and how the organisation will respond, investigate and resolve them.
- Definition of a Complaint
A complaint is any expression of dissatisfaction—whether verbal or written—about any aspect of acta Community Theatre’s work, services, conduct of staff or volunteers, or the actions of the organisation.
Complaints may relate to (but are not limited to):
• Service quality or access
• Behaviour of staff, volunteers or participants
• Safeguarding concerns (which will be handled according to the Safeguarding Policy)
• Health and safety
• Organisational decisions or processes
• Equality, Diversity and Inclusion issues - Principles
A complaint is any expression of dissatisfaction—whether verbal or written—about any aspect of acta Community Theatre’s work, services, conduct of staff or volunteers, or the actions of the organisation.
Complaints may relate to (but are not limited to):
• Service quality or access
• Behaviour of staff, volunteers or participants
• Safeguarding concerns (which will be handled according to the Safeguarding Policy)
• Health and safety
• Organisational decisions or processes - Who Can Make a Complaint
Anyone who interacts with acta Community Theatre—participants, parents/carers, volunteers, staff, audience members, partner organisations or members of the public—may submit a complaint. - How to Make a Complaint
Complaints may be made:
• In person to a staff member
• By phone
• By email, using the main acta office address
• In writing, addressed to The Director or Chair of Trustees
Complainants should provide:
• Contact details
• A clear description of the issue
• Dates, people involved and relevant information
• Preferred outcome (optional)
If the complaint concerns a safeguarding matter, it will be passed immediately to the Designated Safeguarding Officer and handled according to safeguarding procedures. - Complaints Procedure
Stage 1: Informal Resolution
Where appropriate, complaints should first be raised informally with a relevant staff member.
We will aim to resolve informal complaints within 10 working days.
If the issue cannot be resolved informally or if the complainant prefers a formal process, they may proceed to Stage 2.
Stage 2: Formal Written Complaint
A formal complaint should be submitted in writing to The Director or Chair of Trustees
Within 5 working days, the organisation will:
• Acknowledge receipt of the complaint
• Provide the name of the staff member handling it
acta Community Theatre will:
• Conduct an impartial investigation
• Interview relevant individuals
• Review any evidence
• Maintain confidentiality
A written outcome will be provided within 20 working days, unless there are exceptional circumstances.
Stage 3: Review/Appeal
• If the complainant is not satisfied with the Stage 2 outcome, they may request a review.
• A senior manager or Trustee (not previously involved) will:
• Reassess the process and evidence
• Consider whether procedures were followed fairly
• Provide a response within 20 working days
• The decision at this stage is final within the organisation.
- Complaints Involving Staff, Volunteers or Trustees
• Complaints about:
• Staff will be handled under acta’s HR and disciplinary processes.
• Volunteers will be handled using volunteer management procedures.
• Trustees must be referred directly to the Chair of the Board (or Vice-Chair if the Chair is named in the complaint).
Where complaints involve potential misconduct, safeguarding concerns or legal issues, the organisation may suspend individuals from duties pending investigation. - Safeguarding Concerns
• Any complaint that includes:
• Abuse or neglect
• Allegations against staff or volunteers
• Risks to children or adults at risk
• … will be managed under the Safeguarding Policy, and relevant authorities (e.g., Bristol City Council First Response or Adult Safeguarding), and/or the police will be contacted where appropriate. - Confidentiality and Data Protection
Information related to complaints will be handled in line with:
• GDPR and data protection laws
• acta Community Theatre’s Privacy Policy
Records will be kept securely and retained only as long as necessary. - Monitoring and Learning
acta Community Theatre will:
• Log all formal complaints
• Review complaint trends annually
• Report to the Board of Trustees
• Use learning to improve policies, training and services
Policy Last Reviewed: November 2025
Next Review: November 2026
