1. Introduction

English National Ballet relies on private and philanthropic income to maintain the depth and breadth of our programme. Our donors are key to our continuing success and we seek to be respectful in all our interactions with you.

If, however, despite our best endeavours you feel that we have fallen short in any way you may wish to contact us to make a complaint. We will then investigate your concern and will do our best to put it right. We value your feedback and will use any complaint as an opportunity to learn and improve our practices.

2. How to make a complaint

Complaints about any area of English National Ballet’s fundraising should be address in the first instance to:

Development Director
English National Ballet
41 Hopewell Square, London, E14 0SY

T: 020 7581 1245
E: support@ballet.org.uk

3. Responding to your complaint

As soon as we receive your complaint we will look into it. If we need further detail to investigate the issue we will contact you. We will endeavour to respond within three working days, but if resolving the complaint takes longer than this we will inform you of progress and give you an indication of when a full reply will be given.

4. If you are not happy with our response

If you are not happy with our how we handle your complaint then you may wish to write to our Executive Director who is listed on our website. He, or another appropriate senior member of staff, will then investigate both the complaint itself and the initial handing of it and respond in writing to you within 10 working days.

If you still have concerns about how we have responded to your complaint and wish to take it further, you can contact the Fundraising Regulator or a similar body. Please visit https://www.gov.uk/complain-about-charity for further details on these organisations.