Formal Complaints Procedure

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should write
to the member of staff who dealt with you, or the Principal so that he or she has a
chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 4 working days of receipt.
You should get a response and an explanation within 15 working days. If you are unsure which member of staff to write to, your complaint should be sent to
[email protected]

Stage 2

If you are not satisfied with the initial response to the complaint then you can write to
our Head Office and ask for your complaint and the response to be reviewed. You
can expect the Head Office Team to acknowledge your request within 4 working
days of receipt and a response within 15 workings days.
Our aim is to resolve all matters as quickly as possible. However, inevitably some
issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are
indicative. If a matter requires more detailed investigation, you will receive an interim
response describing what is being done to deal with the matter, and when a full reply
can be expected and from whom.

 

Razzamataz Theatre Schools LTD
Unit 9 Penrith Business and Conference Centre
Redhills
Penrith
CA11 0DT
[email protected]
01768 213086
www.razzamataz.co.uk