​Complaints Procedure

​Act II Theatre Company is committed to providing a high quality, safe and inclusive environment for all its members. Despite this, in the unlikely event of a complaint against a practice, decision or staff member needs to be made, then the procedure for this is as follows:
 

1. Attempt to solve informally

In the first instance, an informal conversation between the complainant (or a representative) and a Director (Karl Gernert, Charlotte Gernert, Alice Haley) can take place. In many instances, a potential miscommunication could be solved quickly and easily without having to resort to formal channels. This conversation does not require to be minuted, unless safeguarding concerns become raised as a result.
 

1. Formal Complaint

If the issue has not been resolved in stage 1, then a formal complaint should be made. This can be made in written form and addressed to Karl Gernert, unless the complainant would sooner choose another director (Karl Gernert is the default contact). The complaint will be received, reviewed and any investigation required will be undertaken prior to stage 3.
 

1. Formal Meeting

Once a formal complaint has been received and investigated, a formal meeting between the complainant and a director will take place. An additional director will be on hand in order to minute the conversation. The complainant may bring a witness of their choice to this meeting. 
Once this meeting has concluded, all parties will receive a copy of the meeting minutes, in order for any agreed action to be taken.
 
 
 
 
 
LAST AMENDED 10/2022