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.

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 hello@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

If additional time is required to investigate your complaint, we will keep you informed.

What Happens Next

We will:

• Acknowledge your complaint within 5 working days

• Investigate the matter fairly and confidentially

• Aim to provide a full response within 14 working days

  If additional time is required to investigate your complaint, we will keep you informed.

Our Commitment

We aim to ensure that all complaints are handled:

• Promptly

• Fairly

• Respectfully

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

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.

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.

Monitoring and Improvement

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