At Big Mouth Theatre, we are committed to providing a positive experience for all customers, audiences, participants, schools, partners and community members. We welcome feedback and take complaints seriously as an opportunity to improve our services.

Responsibility for Handling Complaints

Complaints are initially handled by the relevant Branch Director for the area concerned or by Head Office. The Branch Directors and Head Office are responsible for:

• Acknowledging the complaint and ensuring it is recorded appropriately.

• Investigating the complaint fairly, confidentially and as promptly as reasonably possible.

• Keeping the complainant informed of progress where an investigation requires additional

  time.

• Providing the formal response and, where appropriate, identifying and implementing

  corrective action.

• Escalating complaints where the Branch Director has a conflict of interest, is the subject of

  the complaint, or where the complaint cannot be appropriately resolved at branch level.

Where a complaint is escalated, responsibility for handling it will be assigned to an appropriate senior member at Big Mouth Theatre head office who is independent of the matter being complained about.

How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible with details of your concern. Please email:

Head Office: hello@bigmouththeatre.com

Big Mouth Theatre Eastleigh: hello@bigmouththeatre.com

Big Mouth Theatre New Forest: hello@bigmouththeatre.com

Big Mouth Theatre Fareham: fareham@bigmouththeatre.com

To help us investigate your complaint efficiently, please include:

• Your full name

• Contact details

• Details of the event, booking or service involved

• A clear description of the issue

• Any relevant dates, times or supporting information
  
  

Complaints may be made in writing. Where reasonable adjustments are required to enable someone to make a complaint, we will seek to accommodate these wherever possible.

Internal Complaints Procedure

Once a complaint is received, Big Mouth Theatre will:
1. Acknowledge the complaint within 5 working days.
2. Identify the person responsible for handling the complaint and confirm this where

appropriate.
3. Investigate the matter fairly, objectively and confidentially.
4. Review relevant information, records and supporting evidence.
5. Where appropriate, speak with relevant staff, contractors, participants, customers or other

individuals involved.
6. Aim to provide a full written response within 14 working days of receiving the complaint.

The response will, where appropriate, explain the findings of the investigation, any action taken and any proposed resolution.
If additional time is required to investigate the complaint, we will inform the complainant of the reason for the delay and provide an indication of when a response can be expected.

Escalation and Review

If the complainant is dissatisfied with the outcome, or if the complaint cannot be appropriately resolved by the Branch Director, they may request that the matter is escalated for an internal review by an appropriate senior member of Big Mouth Theatre Head Office who has not previously been involved in the complaint.
The request should explain why the complainant remains dissatisfied and identify any relevant information they would like considered as part of the review.
The outcome of the internal review will be communicated to the complainant within a reasonable timeframe.

External Complaints Procedures

Where a complaint cannot be resolved through Big Mouth Theatre’s internal complaints procedure, complainants may have the right to pursue the matter through an appropriate external organisation or dispute resolution process, depending on the nature of the complaint.
Where applicable, we will provide information about relevant external routes, such as an appropriate Alternative Dispute Resolution (ADR) provider, trade or professional body, regulator, or other competent authority.

Nothing in this policy prevents a complainant from exercising any statutory rights or contacting an appropriate regulator or enforcement body where they are entitled to do so.
Where an external organisation has specific requirements or timescales for complaints, these will be followed where applicable.

Our Commitment

We aim to ensure that all complaints are handled:

• Promptly

• Fairly

• Respectfully

• Confidentially and objectively

• In line with UK consumer protection guidance and applicable legislation.

Making a complaint will not affect your future relationship with Big Mouth Theatre.

Resolution

Where appropriate, we will work with you to resolve concerns through:

• Explanation or clarification

• Apology

• Corrective action

• Refunds or alternative remedies where applicable under consumer law

• Appropriate service improvements to prevent similar issues from recurring

Any proposed remedy will depend on the circumstances of the complaint and the applicable contractual and legal requirements.

Confidentiality and Data Protection

Any personal information shared as part of a complaint will be handled in accordance with applicable UK data protection legislation and used only for the purpose of investigating and resolving the complaint.

Information will only be shared with those who need it to investigate, manage or resolve the complaint, subject to applicable legal requirements.

Monitoring and Improvement

We regularly review complaints to help improve our services, productions and customer experience.

Complaints may be recorded and reviewed to identify recurring issues, risks, training needs and opportunities for improvement. Any reporting or monitoring will be carried out in accordance with applicable data protection requirements.

Big Mouth Theatre will use lessons identified through complaints to support continuous improvement of our services and the experiences we provide to customers, audiences, participants, schools, partners and community members.