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.

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. 

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 make sure 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 gather information which helps us to improve what we do.

Complaints Procedure

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 of any particular incidents i.e. what happened, where and on what date.

  • Help us to help you - any complaints of a malicious nature will not be considered.

3. How to make a complaint 

Chain Reaction have a 3-stage process for complaints:

  • Most complaints can be dealt with at the informal stage and resolved very quickly, which is usually the best outcome for most issues. If you are unhappy about a particular project or service or wish to make a suggestion, please contact the Artistic Director. We will try to sort out mistakes and misunderstandings quickly at this stage and, at most, within 15 working days. If you are not happy with the response you get, then you can make a stage 2 complaint. You should, in any event, make your complaint within one calendar month of the event.

  • If your complaint hasn’t been addressed to your satisfaction you can lodge a Stage 2 complaint with the Artistic Director on the form here.

    Please explain why you are unsatisfied with your response to stage 1.

    We will write to you within 7 working days to acknowledge your complaint and let you know it has been received.

    We aim to provide you with a full response within 15 working days.

    If a complaint is complex, further time may be needed to conduct the investigation. If extra time is needed, we will contact you to explain why and give a new date when you can expect a full reply.

  • If you are still unhappy with the response or it is a complaint against the Artistic Director you may refer the matter to Chain Reaction’s Board of Trustees and the outcome will be reported to you in writing.

    We will write to you within 7 working days to let you know that your complaint has been received and that a full review will be carried out within 30 days.

    If the issues raised are complex and extra time is required, we will contact you to explain why and provide a new date when you can expect a full response.

    To initiate a formal complaint and investigation you must complete the complaint form here.

What you can expect from Chain Reaction

We will:

  • Deal impartially with your complaint within the time frames set out above and in a polite and straightforward way.

  • Maintain confidentiality throughout the complaints process, revealing information to others only to the extent necessary to complete a proper investigation and make a considered response and keeping the record of your complaint separate from other records.

  • Ensure that no complaint made in good faith will be used to your disadvantage in the future.