Feedback and Complaints Policy

1. Why we have this policy 

The Citizens Theatre is committed to providing a welcoming, inclusive, safe and high-quality experience for all audiences, participants, artists, staff, volunteers, and partners. This policy provides a framework for the Citizens Theatre to receive and respond to any feedback from members of the public to the Citizens Theatre, whether it’s a complaint, comment or compliment. 

We value any feedback as an opportunity to learn, improve our services, and maintain trust. This policy sets out how feedback and complaints can be made, how they will be handled, and the standards you can expect from us. 

2. Who can use this policy 

This policy is for any visitor to the Citizens Theatre, and applies to feedback about performances, productions, events, or activities; customer service and front-of-house experience; access, inclusion, and reasonable adjustments; facilities, ticketing, marketing, and communications; or the conduct of staff, freelancers, contractors, or volunteers (excluding matters covered by separate HR or safeguarding procedures).  

This policy does not cover employment or recruitment matters; safeguarding concerns (which should be reported under the Safeguarding Policy); or anonymous complaints where there is insufficient information to investigate. 

3. Principles 

We will handle complaints in line with the following principles: 

• Fairness and respect: all complainants will be treated courteously and without discrimination 

• Accessibility: complaints can be made in different formats and reasonable adjustments will be offered 

• Confidentiality: information will be handled sensitively and in line with data protection law 

• Timeliness: complaints will be acknowledged and addressed promptly 

• Learning and improvement: outcomes will be used to improve our practice 

4. What is a complaint 

A complaint is an expression of dissatisfaction about the Citizens Theatre’s services, actions, or lack of action, where a response or resolution is expected.  Feedback, comments, or suggestions that do not require a response are not treated as complaints but are still welcomed. 

5. How to provide feedback or make a complaint 

Feedback or complaints should be made as soon as possible and normally within 28 days of the issue occurring.  Complaints can be submitted: 

• In writing (email or letter) 

• • Email: feedback@citz.co.uk 

• • By Post: Feedback Team, Citizens Theatre, 119 Gorbals Street, Glasgow G5 9DS 

• Verbally (in person or by phone) 

• In alternative formats on request (e.g. large print, audio, supported submission) 

We encourage complainants to provide: 

• Their name and contact details 

• A clear description of the issue 

• Dates, times, and locations where relevant 

• Any steps already taken to resolve the matter 

• The outcome they are seeking 

6. Informal resolution (Stage 1) 

Where possible, we aim to resolve concerns quickly and informally.   

• Welcome Team staff or relevant team members may address issues at the time they arise 

• If resolved to the complainant’s satisfaction, no further action will be taken 

In many cases, a complaint is best resolved by the person responsible for the issue being complained about.  If the issue cannot be resolved immediately or the complainant is not satisfied, it will progress to Stage 2. 

Stage 1 complaints where resolution has been greater than a conversation at the time of complaint will be logged within the Stage 1 tab of the Complaints Log.  This will also apply to complaints received in writing or online. 

7. Formal Complaint (Stage 2) 

If the complaint cannot be resolved immediately or to the complainant’s satisfaction, the person handling the complaint should refer the complaint to the relevant Senior Manager to investigate and take appropriate action.  If it is not clear who the appropriate Senior Manager is, the complaint should be referred to the Executive Director. 

Stage 2 complaints will be logged within the Complaints Log on the Stage 2&3 tab. 

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

Complaints should be acknowledged within 5 days.  The acknowledgement should say who is dealing with the complaint and when the person can expect a reply.  A manager not directly involved in the issue will investigate, and relevant information will be gathered from staff and records.    

Ideally complainants should receive a definitive reply within 10 working days.  If this is not possible, because an investigation has not been fully completed for example, a progress report should be sent with an indication of when a full reply will be given.  Investigations should be completed and a full written response should be provided within 20 working days, where possible. 

Whether the complaint is justified or not, the response to the complainant should describe the action taken to investigate the complaint, the findings of the investigation, any actions taken or proposed, and an explanation of the decision. 

Within one week, whether or the complaint has been resolved, a record of the complaint and action taken should be passed on to the Executive Director on the form provided. 

8. Review & Appeal (Stage 3) 

If the complainant feels that the problem has not been satisfactorily resolved at Stage 2, they can request that the complaint is reviewed by a member of the Executive Team within 10 working days of receiving the Stage 2 response.  The request for a review should be acknowledged within 5 working days of receiving it.  The acknowledgement should say who will deal with the case and when the complainant can expect a reply. 

A member of the Executive may investigate the facts of the case themselves or delegate a member of Senior Management to do so.  This may involve reviewing the paperwork of the case and speaking with the person who dealt with the case at Stage 2.   

If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.  The person who dealt with the original complaint at Stage Two should be kept informed of what is happening. 

Ideally complainants should receive a definitive reply within 20 working days.  If this is not possible, because an investigation has not been fully completed for example, a progress report should be sent with an indication of when a full reply will be given.   

Whether the complaint is upheld or not, the response to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, any actions taken or proposed, and an explanation of the decision. 

The decision taken at this stage is final, unless the Executive decides it is appropriate to seek Board or external assistance with resolution.  A record of the complaint will be kept on the form provided.  

9. Variation from the complaints procedure 

The Executive may vary the procedure for good reason.  This may be necessary to avoid a conflict of interest: for example, a complaint about the Executive Director should not also have the Executive Director as the person leading a Stage 3 review. 

We are committed to ensuring the complaints process is accessible.  We will consider adjustments to our processes for people with protected characteristics such as hearing or sight impairments, language difficulties, or other specific needs. 

10. Unacceptable or vexatious behaviour

We understand that people may feel upset when making a complaint. However, we will not tolerate abusive, discriminatory, or threatening behaviour towards staff in person, over the phone or online. In such cases, we may set limits on communication, require communication to be in writing only, or decline to pursue a complaint where behaviour is unreasonable 

11. Confidentiality and Data Protection 

All complaints will be handled in accordance with data protection legislation. Information will only be shared with those who need it to investigate and respond to the complaint. 

12. Learning and improvement 

We record and monitor complaints to identify trends and areas for improvement.  Lessons learned may inform staff training, policy updates, service and operational improvements 

13. Keeping things up to date 

This policy will be reviewed every two years, or sooner if required by changes in legislation or organisational practice.