– LEGAL
Complaints Policy
Last updated: 5 March 2026.
Our Commitment
TwentyThree Studios Limited is committed to providing high-quality, inclusive and respectful experiences for all participants, audiences, collaborators and members of the public. We take all complaints seriously and aim to resolve them fairly, promptly and transparently.
What Is a Complaint?
An expression of dissatisfaction about TwentyThree Studios, our work, staff, freelancers, or volunteers — including the quality of a project, conduct of staff, handling of personal data or safeguarding concerns, communications or booking processes, or any other aspect of our work.
How to Make a Complaint
We ask that complaints are submitted in writing wherever possible:
- Email: info@mintcream-lemur-773439.hostingersite.com
- Post: Gary JJ Spate, TwentyThree Studios, 36 Brookfield Avenue, Dover, Kent, CT16 2AH
Please include your name and contact details, a clear description of your concern, relevant dates, any supporting information, and what outcome you are hoping for.
How We Will Handle Your Complaint
Stage 1 – Acknowledgement
We will acknowledge receipt within 5 working days.
Stage 2 – Investigation
We aim to provide a full written response within 20 working days of acknowledging your complaint.
Stage 3 – Response
Our written response will set out our findings, any action taken, and the reasons for our conclusions, with an apology where appropriate.
Escalation
If unsatisfied, you may request a review within 10 working days of our Stage 3 response. We will provide a final written response within a further 20 working days.
External Escalation
- Data protection complaints: Information Commissioner’s Office, ico.org.uk/make-a-complaint or 0303 123 1113.
- Safeguarding concerns: Kent Children’s Social Care on 03000 41 11 11 or the NSPCC on 0808 800 5000. If anyone is in immediate danger, call 999.
- Arts Council funded projects: Arts Council England.
Confidentiality
All complaints will be handled with appropriate confidentiality, in accordance with our Privacy Policy.
Unreasonable or Vexatious Complaints
We reserve the right to decline to investigate complaints we consider frivolous, vexatious, or made in bad faith, and will explain our decision in writing.
Contact
If you have any questions about this policy, please contact us.