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Complaints Policy & procedure

Our commitment to you 

At Turner Contemporary, your feedback matters to us. We strive for excellence in everything we do, but we recognise that sometimes we may fall short. When this happens, we want to hear from you so we can put things right and improve your experience?

We promise to:

  • Acknowledge your complaint within 5 working days
  • Resolve most issues within one month
  • Treat your complaint with discretion and respect
  • Learn from your feedback to improve your experience

How to make a complaint

 

Option 1: Talk to us during your visit

  • Speak to any staff member about your concern
  • We'll try to resolve it immediately
  • If we can't, we'll take your details so that we can look into your concern and follow up with you.

 

Option 2: Contact us in writing

Email us at: feedback@turnercontemporary.org

Write to us:
Office Administration & HR Manager
Turner Contemporary
The Rendezvous
Margate
CT9 1HG

When contacting us, please include:

  • The nature of your complaint
  • When and where it happened
  • Anyone involved (if known)
  • Your preferred outcome
  • Your contact details

Our Complaints Process

 

Stage 1: Initial response

  • We'll acknowledge your complaint within 5 working days
  • The appropriate manager will look into your concerns
  • You'll receive a full response within 1 month
  • If more time is needed, we'll keep you updated on progress

 

Stage 2: If you're not satisfied

If you're unhappy with our initial response, you can request that the concern is escalated to the Director. 

This will be acknowledged within 5 workings days and the Director will aim to fully respond within 1 month.

 

Stage 3: Final review

If you remain dissatisfied after Stage 2, you may request that your complaint be escalated to our Board of Trustees. This decision is at our discretion and represents our final internal review.

External complaint options

 

For fundraising complaints:

We are registered with the Fundraising Regulator. If you're unhappy with our response to a fundraising complaint, you can contact them at www.fundraisingregulator.org.uk/complaints.

 

For other charitable matters:

The Charity Commission may be contacted at www.charitycommission.gov.uk.

 

For Data Protection issues:

The Information Commissioner's Office handles data protection complaints at ico.org.uk/make-a-complaint.