Home » Resources » Policies » Complaints

Complaints

Tees Valley Arts takes all complaints seriously. If you have a general complaint or concern it will be managed by our Executive Director, James Beighton, you can contact him by either:

  • Calling us and asking to speak to James: +44 (0) 1642 264 651
  • Email James directly at james@teesvalleyarts.org.uk
  • Write to James at Tees Valley Arts, Royal Middlehaven House, 21 Gosford Street, Middlesbrough, TS2 1BB

We will always treat your complaints seriously.

We will treat you politely, fairly and respect your confidence.

If your complaint is related to a donation or our fundraising, as a voluntary registrant of the Fundraising Regulator, then please refer to our dedicated fundraising complaints procedure which you can read here: https://www.teesvalleyarts.org.uk/resources/policies/fundraising-complaints/.

Our Complaints Procedure

First Stage

If you make a complaint by telephone, we should be able to resolve it during the call. If this is not possible, we will let you know how long it will take us to resolve it.

If you complain by email or by post, we will resolve it or acknowledge receipt of it within 5 working days. If the complaint is more complex, we will contact you again with a resolution within 10 working days of receipt.

Second Stage

Hopefully, you will be satisfied with our response. However, if not, please let us know. We will then escalate your complaint to the chair of Governance Sub-Committee. They will lead an investigation and contact you with a resolution within 10 working days.

Third Stage

If you are still unhappy, you can contact the Charity Commission who will independently investigate your complaint. You can contact them on their website: https://www.gov.uk/complain-about-charity.