Complaints Process for Immersive Arts
What is the complaints process?
The Immersive Arts programme welcomes feedback from those we engage with whether they are artists, audience members, creative practitioners, freelancers, participants or external stakeholders.
Our complaints process is monitored and managed through our Executive Producing Partner Watershed. Please be aware that depending on the nature of your complaint we may need to direct your complaint to one of our partners or funders.
What does Immersive Arts consider a complaint?
A complaint is anything that you have found to be unsatisfactory or unacceptable in your experience of Immersive Arts or someone acting on our behalf in relation to our activity, programmes or funding.
What are the aims of the Complaints Process?
When we are not as good as we should be, and do not deliver the best experience we can, we want to know about it so that we can put things right. This allows us to learn, improve, and continuously refine our approach.
Our aims are to ensure that:
- the complaints process is as simple and easy as possible
- the complaints process is available to all artists, audiences, partners and stakeholders via the Immersive Arts website
- all complaints are fairly assessed and responded to promptly
- we comply with legislative requirements at all times
- we put any relevant changes in place, improving how we work as a result
How we will handle your complaint?
If you make a complaint to Immersive Arts you can expect that we will:
- treat you with respect
- respond to your initial complaint contact within 10 days
- tell you what to expect while your complaint is being looked into, and a timeframe for this
- carry out the complaint handling process in as fair and open a way as possible
- provide reasons for decisions/outcomes that are made, unless restricted by confidentiality
- protect your privacy
How do you make a complaint?
If you wish to make a complaint you can:
- Do so anonymously and confidentially by completing this short form
- NB: This means we will be aware of your concerns and take them on board, but will not respond to you directly
- provide your name and contact email when completing this short form to enable us to respond to you
- If you require reasonable adjustments to support you with making your complaint, please note this within the form or email info@immersivearts.uk
Where complaints fall outside of the scope of Watershed’s role as Executive Producer we will direct you to the relevant organisation.
What about Personal Information & Rights to Confidentiality?
Immersive Arts is committed to protecting your personal information and being transparent about what information we hold about you. We use your information in accordance with all applicable laws concerning the protection of personal information. For more information, take a look at our Privacy Policy
Complaints will be investigated in confidence, only involving those whose views are necessary to establish what has happened. Further information or evidence may be sought from you as part of the investigation.
If you use our complaints procedure (unless it is through the anonymous form), you are agreeing that we can use some of the personal information you send us for purposes connected with your complaint as follows:
- Using your details so that we can contact you with regards to your complaint
- Passing on details of your complaint to relevant members of staff or consortium partner so that the complaint can be investigated
- Any reports of fraud or criminal activity will be treated very seriously and where appropriate, we will involve the police. In such an instance, we would consult with you first before sharing your personal information.
All data will be held in line with the Immersive Arts privacy policy.