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COMPLAINTS POLICY


INTRODUCTION

Starmaker Theatre Company is committed to providing a safe, welcoming and high-quality experience for all children, young people, families, staff, volunteers, trustees and members of the community involved with our charity.

We value feedback and recognise that complaints provide an opportunity to improve our activities, services and practices. This policy explains how concerns and complaints can be raised, how they will be handled fairly, consistently and confidentially, and the steps Starmaker Theatre Company will take to resolve them.

This Complaints Policy is intended for concerns about the services, activities or conduct of the charity. Concerns relating to suspected wrongdoing, illegal activity, fraud, safeguarding failures, serious misconduct, or other matters of public interest raised by workers, volunteers or trustees should be reported under the Starmaker Theatre Company Whistleblowing Policy, which provides a separate confidential reporting process and appropriate protections for those raising genuine concerns.

 


PURPOSE

The purpose of this policy is to:

  • Provide a clear process for raising complaints;

  • Ensure complaints are handled fairly, consistently and promptly;

  • Ensure everyone feels listened to and respected;

  • Identify areas where starmaker can improve;

  • Ensure safeguarding concerns are dealt with appropriately.

 


SCOPE

This policy applies to complaints from:

  • Children and young people;

  • Parents and carers;

  • Staff;

  • Freelance workers;

  • Volunteers;

  • Trustees and committee members;

  • Visitors;

  • Audience members;

  • External organisations or members of the public.

Complaints may relate to:

  • Classes or activities;

  • Teaching or coaching;

  • Performances or events;

  • Communication;

  • Behaviour of staff or volunteers;

  • Policies or procedures;

  • Accessibility or inclusion;

  • Decisions made by Starmaker Theatre Company.

     

SAFEGUARDING CONCERNS

Where a complaint involves concerns about the safety or welfare of a child or young person, it will be treated as a safeguarding concern and managed under Starmaker Theatre Company’s Safeguarding and Child Protection Policy.

Examples include:

  • Allegations of abuse;

  • Inappropriate behaviour towards a child;

  • Concerns about staff or volunteer conduct;

  • Bullying, harassment or discrimination involving children.

Safeguarding concerns will not be dealt with solely through the complaints process.
 

 

OUR COMMITMENT WHEN HANDLING COMPLAINTS

Starmaker Theatre Company will:

  • Take all complaints seriously;

  • Treat complainants with respect and courtesy;

  • Listen carefully and consider all information provided;

  • Investigate complaints fairly and objectively;

  • Maintain confidentiality wherever possible;

  • Provide clear responses and explanations;

  • Use feedback to improve our services.

Making a complaint will not affect a person’s access to Starmaker activities.
 

 

INFORMAL RESOLUTION

Where appropriate, concerns should initially be raised informally with the relevant person, such as:

  • Class Teacher

  • Head of Department

  • Production Administrator

  • Company Manager

  • Welfare Officer

Many concerns can be resolved quickly through discussion and clarification.

If the concern cannot be resolved informally, or the complainant is not comfortable raising it informally, a formal complaint may be submitted.
 

 

MAKING A FORMAL COMPLAINT

Formal complaints should be submitted in writing wherever possible.

A complaint should include:

  • Name and contact details of the person making the complaint;

  • Details of the concern;

  • Date(s) and location(s) of the incident;

  • Names of people involved, where known;

  • Any supporting information or evidence;

  • The outcome or resolution being requested.

Complaints should be sent to the Company Manager or Chairman of Trustees

Where a complaint relates to the Company Manager, it should be submitted directly to the Chairman of Trustees. Where a complaint relates to the Chairman or a trustee, it should be submitted to another nominated trustee, see the Whistleblowing policy for more information on this.

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ACKNOWLEDGEMENT AND TIMESCALES

Starmaker Theatre Company will acknowledge receipt of a formal complaint in writing within 7 working days

We aim to provide a full response in writing within 28 working days.

Where a complaint is complex or requires additional investigation, the complainant will be informed of the reason for the delay and provided with an updated timescale.
 

 

INVESTIGATION PROCESS

The person responsible for investigating the complaint will:

  • Review the information provided;

  • Speak with relevant individuals where appropriate;

  • Consider policies, procedures and evidence;

  • Maintain confidentiality;

  • Keep records of actions taken.

The investigator will remain impartial and will not investigate a complaint where there is a conflict of interest.

 


COMPLAINT OUTCOMES

Following investigation, Starmaker may:

  • Confirm the complaint has been upheld;

  • Partially uphold the complaint;

  • Not uphold the complaint;

  • Identify improvements or actions required;

  • Provide an explanation or clarification.

The complainant will receive a written response explaining:

  • The outcome;

  • The reasons for the decision;

  • Any actions Starmaker intends to take.
     

 

APPEALS AND REVIEW

If the complainant remains dissatisfied, they may request a review by the Board of Trustees.

Requests for review should be made within 14 days of receiving the outcome response and should explain:

  • Why they remain dissatisfied;

  • Any additional information they wish to be considered.

The Board of Trustees will appoint trustees who have had no prior involvement in the complaint to carry out the review. Where the complaint concerns a trustee, that trustee will declare the conflict of interest immediately and take no part in the handling, investigation, discussion or decision-making process relating to the complaint. If necessary, the Board may appoint an independent person to assist with or oversee the review to ensure fairness and impartiality.

The decision following the trustee review will be final and represents the completion of Starmaker Theatre Company's internal complaints process.



ANONYMOUS COMPLAINTS

Anonymous complaints will be considered where sufficient information is provided to allow investigation. However, Starmaker may be unable to provide a response or outcome where the complainant cannot be identified.  Please see the Whistleblowing policy for more information on alternative ways to make a complaint.

 


CONFIDENTIALITY AND DATA PROTECTION

All complaints will be handled sensitively and confidentially.

Information will only be shared with those who need it to investigate and resolve the complaint.

Records will be stored securely in accordance with:

  • UK GDPR;

  • Data Protection Act 2018;

  • Starmaker Theatre Company’s Data Protection Policy.

 


COMPLAINTS ABOUT STAFF, VOLUNTEERS OR TRUSTEES

Where a complaint concerns the conduct of a member of staff, volunteer or trustee:

  • It will be investigated by an appropriate person independent of the concern where possible;

  • Safeguarding procedures will be followed where relevant;

  • Appropriate action will be taken where concerns are upheld.

This may include additional training, supervision, changes to procedures or disciplinary action.

 


LEARNING AND IMPROVEMENT

Starmaker Theatre Company will use complaints as an opportunity to:

  • Improve our services;

  • Review policies and procedures;

  • Identify training needs;

  • Strengthen safeguarding and inclusion practices.

 


REVIEW

This policy will be reviewed every three years or sooner if required due to changes in DBS legislation or government guidance, or the charity's operations.

Approved by: Board of Trustees July 2026

Review Frequency: Every three years

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