Tees Valley Arts takes all complaints seriously. We have voluntarily registered with the Fundraising Regulator and abide by the Code of Fundraising Practice and the Fundraising Promise. If you’d like to raise a concern or make a complaint it will be managed by our Executive Director, James Beighton, you can contact him by either:
- Calling us and asking to speak to James: +44 (0) 1642 264 651
- Email James directly at james@teesvalleyarts.org.uk
- Write to James at Tees Valley Arts, Royal Middlehaven House, 21 Gosford Street, Middlesbrough, TS2 1BB
We will always treat your complaints seriously.
We will treat you politely, fairly and respect your confidence.
If you have a general concern or complaint that does not refer to a donation or fundraising then please refer to our ordinary complaints procedure here: https://teesvalleyarts.org.uk/resources/policies/complaints/.
Our Fundraising Complaints Procedure
First Stage
If you make a complaint by telephone, we should be able to resolve it during the call. If this is not possible, we will let you know how long it will take us to resolve it.
If you complain by email or by post, we will resolve it or acknowledge receipt of it within 5 working days. If the complaint is more complex, we will contact you again with a resolution within 10 working days of receipt.
Second Stage
Hopefully you will be satisfied with our response. However, if not, please let us know. We will then escalate your complaint to the chair of Governance Sub-Committee. They will lead an investigation and contact you with a resolution within 10 working days.
Third Stage
If you are still unhappy, you can contact the Fundraising Regulator who will independently investigate your complaint. You can contact them on their website: www.fundraisingregulator.org.uk/make-a-complaint/complaints/.
