At Birmingham Hippodrome we are committed to ensuring we provide our donors with the best quality experience.
If you are unhappy with any aspect of our fundraising, we’d like to hear from you, so we can learn and improve our systems and practices.
We promise to:
- Provide a fair complaints procedure which is clear and easy to use
- Publicise our complaints procedure so that people know how to make a complaint
- Investigate complaints in a timely way
- Treat you with courtesy and fairness
- Keep a record of complaints, and our responses to them
How to Complain – you can make a complaint in the following ways:
Email fundraising@birminghamhippodrome.com
Call 0300 303 5200 and select Option 5 (all calls to this number are free)
Mail Head of Fundraising, Birmingham Hippodrome, Hurst Street, Southside, Birmingham, B5 4TB
Our Response
-We will acknowledge receipt of your complaint
-Your complaint will be handled by the Head of Fundraising, who will draft a response
-This response will be reviewed and authorised by the Director of Marketing and Development, prior to our reply
-We aim to respond to your complaint in writing, within 28 days of receiving it
-If we need to investigate further, we will let you know we have received your complaint and how long it will take to resolve.
Escalating your complaint
If you are not happy with our response, you can contact The Fundraising Regulator, www.fundraisingregulator.org.uk
Phone 0300 999 3407
Mail Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, Old Street, London, N1 6AH
Record of Complaints
We will keep a record of all complaints. This will be available for inspection by the Fundraising Regulator.
Birmingham Hippodrome Theatre Trust (Charity No 510842) is registered with the Fundraising Regulator and subscribes to the Fundraising Promise.