Complaints Policy & Procedure
Policy Statement
Duchy Opera Trust Ltd. (“Duchy Opera”) has an open membership and conducts activities and events on hired premises and at other venues.
This work involves rehearsals, classes and performances open to the public.
Procedure
Duchy Opera is a registered charity. It has strong internal audit and assessment procedures, and all interested individuals are welcome to raise their concern at the Annual General Meeting.
Duchy Opera has its own internal procedure to address the issues of concern/complaints for a positive outcome.
The following are the procedures in place, as ratified by the Council:
If an issue cannot wait until the next AGM or if there is urgency, an individual or a group of individuals may complain formally in writing to the Chair of Duchy Opera with the sender’s name and address.
The complaint should be sent to the Chair, Duchy Opera Trust Limited, Hanas an Mor, Droskyn Point, Perranporth, Cornwall TR6 0GS or by email to [email protected].
The Chair shall endeavour to respond to the complaint within 4 weeks from the date of receipt. If an individual is dissatisfied with the Chair’s response, he/she may write to the Trustees of Duchy Opera, clearly citing what their continuing concern is. The Trustees shall aim to respond within 8 weeks from the date of receipt.
Duchy Opera will not reply to any anonymous/unsigned correspondence and its Council is not obliged to respond to any anonymous calls or concerns.
Policy Statement
- Duchy Opera will take all complaints of poor behaviour and or practice regarding its activities in all forms seriously and will respond to such allegations quickly.
- For the purposes of clarity, activities are defined as all activities related to any form of music and/or operatic rehearsal, educational activity or public performance.
Duchy Opera Trust Ltd. (“Duchy Opera”) has an open membership and conducts activities and events on hired premises and at other venues.
This work involves rehearsals, classes and performances open to the public.
Procedure
Duchy Opera is a registered charity. It has strong internal audit and assessment procedures, and all interested individuals are welcome to raise their concern at the Annual General Meeting.
Duchy Opera has its own internal procedure to address the issues of concern/complaints for a positive outcome.
The following are the procedures in place, as ratified by the Council:
If an issue cannot wait until the next AGM or if there is urgency, an individual or a group of individuals may complain formally in writing to the Chair of Duchy Opera with the sender’s name and address.
The complaint should be sent to the Chair, Duchy Opera Trust Limited, Hanas an Mor, Droskyn Point, Perranporth, Cornwall TR6 0GS or by email to [email protected].
The Chair shall endeavour to respond to the complaint within 4 weeks from the date of receipt. If an individual is dissatisfied with the Chair’s response, he/she may write to the Trustees of Duchy Opera, clearly citing what their continuing concern is. The Trustees shall aim to respond within 8 weeks from the date of receipt.
Duchy Opera will not reply to any anonymous/unsigned correspondence and its Council is not obliged to respond to any anonymous calls or concerns.
