Complaints procedure

Complaints procedure for The Drama Centre v1

 

If you have a grievance or complaint, you will need to email info@thedramacentre.co.uk within three months of the incident or event taking place. Your formal complaint will be acknowledged within 2 working days and the complaints manager of The Drama Centre; Leanne Johnson, will respond formally before 28 days to respond with their investigation and their course of action moving forward.

 

This could include discretionary refund or vouchers if found to be appropriate, or a goodwill offer of services to compensate, if The Drama Centre or a member of The Drama Centre team is found to be at fault. If your complaint is against the director of The Drama Centre – the highest escalation level within the company at the time of writing, you will need to contact your local ombudsman.

 

Appeal

 

If you are unhappy with the decision on your grievance you can raise an appeal. You will need to escalate your appeal to your local ombudsman.

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https://www.citizensadvice.org.uk/consumer/get-more-help/how-to-use-an-ombudsman-in england/

 

If the terms and conditions of The Drama Centre have been breached, you are well within your rights to complain using the following:

 

https://www.citizensadvice.org.uk/consumer/get-more-help/Solve-an-ongoing-consumer problem/

 

The terms and conditions are always available to view here: https://www.thedramacentre.co.uk/general-5

 

Any changes to the terms and conditions are always communicated with all customers as soon as those updates have been made.