Complaints Policy

High Peak Theatre Trust (the ‘Trust’) aims to provide its stakeholders with the best possible service in line with its mission.  The Trust is committed to maintaining high standards across all aspects of our work.   If we are not getting it right, we want to know. 

The Trust is managed by a small head office team, with support from the Board and many volunteers.  In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of any reason you are not satisfied with your dealings with the organisation.  

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • To make sure everyone at the Trust knows what to do is a complaint is received
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that all complaints are, wherever possible, resolved and that relationships are repaired
  • To gather information, which helps us improve what we do.

The information below sets out the Trust Complaints Procedure.

How to make a complaint

If you have a complaint, you can contact us by email or letter using the details below.

Customers Services
Buxton Opera House
No 5 The Square
SK17 6AZ

Email: [email protected]

We will try to resolve any complaint as quickly as possible but if we cannot do this (for example, if we need to investigate further) we will acknowledge receipt of your complaint within five working days.

To help us investigate and address all complaints, we ask you to provide us with as much information as possible.  This should cover:

  • Details of the complaint, including where and when it happened
  • The name(s) of anyone involved (if known)
  • The outcome you are hoping for
  • Your contact details (name, address, daytime telephone number and/or email address)

If, for any reason, you are not happy with the initial response you receive, you should contact us again and address your comments for the attention of the Chief Executive at the above address.

We will respond within five working days.  If we need further time to investigate we will acknowledge receipt of your complaint and inform you of the timetable.

Following our second response, if you are still not satisfied, you can ask for your complaint to be referred to the Chair of the Trustees. 

Please set out clearly the details of the complaint, explaining why you were not satisfied with our responses and what you would like us to do to put things right. You will receive an acknowledgement within five working days.  The Company Secretary will liaise with the Chair of Trustees to arrange an investigation of your complaint.  You will be advised of the progress and outcome of the complaint. 

Taking your complaint outside High Peak Theatre Trust

The Fundraising Standards Regulator
If your complaint is about our fundraising work or activities and you are not satisfied with our response, you are entitled to take it to the Fundraising Standards Regulator

In addition to this, the regulatory body also operates a Fundraising Preference Service, which allows people to control the nature and frequency of direct marketing communications that they receive from fundraising organisations registered in England, Wales and Northern Ireland

Charity Commission
If your complaint is about any aspect of our charitable work, you may wish to contact the Charity Commission. The Commission does not however act as a complaints service looking at all complaints on behalf of complainants.  It assesses and identifies if there is a regulatory issue or concern that requires its involvement. See the Commission website for further details.

Charity Commission Direct
PO Box 1227
L69 3UG

T: 0845 300 0218

Other Authorities

The Charity Commission guidance advises:

  • If you believe there is criminal activity within a charity, you should inform the police.
  • If you have information about possible terrorist activity connected to a charity, you should report it to the Anti-terrorist Hotline on 0800 789 321.
  • If you suspect fraud connected to a charity, you should report it using the Action Fraud Online Reporting Service at or call 0300 123 2040.
  • If you have information about possible terrorist activity connected to a charity, you should report it to the Anti-terrorist Hotline on 0800 789 321.