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Complaints Policy & Procedure

1. Policy Statement

Teignmouth Players is committed to providing a positive, welcoming and professional experience for all members, volunteers, audiences and partners. We aim to work in an open, accountable way that builds trust and respect across our community. Listening to concerns and responding constructively helps us improve our activities, productions and governance.

We take complaints about our work, volunteers, trustees or levels of service seriously and aim to resolve issues promptly, fairly and respectfully.

2. Our Commitments

We will ensure that:

• Making a complaint is straightforward and accessible.

• A complaint is treated as a clear expression of dissatisfaction requiring a timely response.

• Complaints are handled politely, sensitively and, where appropriate, confidentially.

• Responses include explanations, apologies where we have made mistakes, and information on actions taken.

• We learn from complaints and use them to improve our processes, communication and activities.

• Informal concerns are acknowledged and recorded when they cannot be resolved immediately.

3. What Counts as a Complaint

For the purposes of this policy, a Complaint is an expression of dissatisfaction or concern about:

• A Teignmouth Players activity, rehearsal, production or event.

• An action or decision taken by the Society or its trustees.

• A failure to follow a policy or procedure.

• The behaviour or conduct of a volunteer, member or trustee while carrying out Society duties.

General suggestions or feedback are not treated as complaints (see Section 7).

4. Making a Complaint

4.1 Informal Resolution

Where possible, concerns should first be raised informally with the person most connected to the issue — for example:

• A director or production lead

• A committee member

• A front‑of‑house or event coordinator

Many issues can be resolved quickly through conversation.

4.2 If the Issue Is Not Resolved

If you are uncomfortable raising the matter informally, or the issue remains unresolved, you may contact:

The Secretary or Chair of Teignmouth Players (contact details available on the Society’s website or membership communications)

4.3 Formal Complaints

A formal complaint may be made in writing by email or post:

Email: secretary@teignmouthplayers.org.uk Post: The Chair Teignmouth Players CIO Teignmouth, Devon

Please include:

• Your contact details

• A clear description of the complaint

• Any relevant dates, documents or communications

• Details of any attempts to resolve the issue informally

5. How We Handle Complaints

Acknowledgement

We aim to acknowledge formal complaints within 7 working days. If we cannot respond fully within this time, we will confirm when a full reply can be expected.

Investigation

The Chair (or a delegated trustee) will investigate the complaint, considering:

• Whether questions were answered appropriately

• Whether any injustice or hardship occurred

• What remedy or corrective action is fair and proportionate

• Whether policy or procedure needs review or improvement

Outcome

You will receive a written response explaining:

• Findings of the investigation

• Any actions taken

• Any changes to practice or procedure

• Any further steps available to you

Escalation

If the matter remains unresolved, you may write directly to:

The Board of Trustees Teignmouth Players CIO

The Board will review the complaint and determine any further action.

6. Confidentiality

All complaints will be handled sensitively. Information will only be shared with those who need to know in order to investigate and resolve the issue.

7. Suggestions & Feedback

A complaint is distinct from general feedback or suggestions. If you wish to offer ideas for improvement, we welcome constructive input.

You may email: feedback@teignmouthplayers.org.uk

We will acknowledge your suggestion and consider it at the next appropriate committee meeting.

8. Review

This policy will be reviewed annually by the Board of Trustees to ensure it remains effective, fair and aligned with best practice for community theatre organisation

Date 14/8/2026 Details Update and creation of policy for TP

Who Simon Kearey

Teignmouth Players Amateur Dramatic Society CIO

Equality & Diversity Policy

 1. Policy Statement

Teignmouth Players is committed to fostering a supportive, inclusive, and respectful culture across all aspects of our work — including members, volunteers, trustees, visiting artists, and audiences. We believe that promoting equality and diversity strengthens our creative community and reflects the inclusive spirit of the performing arts.

Our aim is to ensure that everyone involved with the Society has equal opportunity to participate, contribute, and develop, and that our membership and activities represent the diversity of our local community.

2. Our Commitment

Teignmouth Players will provide equality and fairness to all members and volunteers, and will not offer less favourable treatment or facilities on the grounds of:

Age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, ethnic origin, colour, nationality, religion or belief, sex, or sexual orientation.

We oppose all forms of unlawful and unfair discrimination.

All members, volunteers, and trustees — whether full‑time, part‑time, or occasional — will be treated fairly, with dignity and respect.

3. Principles of Practice

When Teignmouth Players selects individuals for roles, training, or opportunities (such as directing, stage management, or committee positions), decisions will be based solely on aptitude, ability, and commitment.

We will:

• Encourage and support everyone to develop their full potential.

• Recognise and value individual differences and contributions.

• Create an environment that promotes dignity and respect for all.

• Not tolerate intimidation, bullying, or harassment.

• Make opportunities for training, development, and progression available to all.

• Promote equality as good practice and sound governance.

• Encourage anyone who feels they have been subject to discrimination to raise their concerns confidentially.

• Review our membership, casting, and volunteer practices regularly to ensure fairness and inclusivity.

4. Implementation

• All members and volunteers will be informed that this policy is in operation and are expected to comply with its principles.

• The policy will be shared with partners, venues, funders, and stakeholders where relevant.

• Trustees will ensure that equality and diversity are considered in all decision‑making, including recruitment, programming, and community engagement.

5. Monitoring and Review

This policy will be reviewed annually by the Board of Trustees to ensure that equality and diversity continue to be promoted and embedded in the Society’s activities.

6. Statement of Values

Teignmouth Players celebrates creativity, community, and inclusion. We believe theatre should be a space where everyone feels welcome, respected, and able to shine — on stage, behind the scenes, and in the audience.

Appendix: Equality in Casting, Auditions & Production Practices

Teignmouth Players is committed to ensuring that all casting, auditioning, backstage recruitment, and production involvement is carried out fairly, transparently, and in line with our Equality & Diversity Policy. Theatre thrives when a wide range of people feel welcome to participate, and this appendix sets out how we put that principle into practice.

1. Inclusive Casting Principles

1.1 Open Access

• All auditions and casting opportunities will be advertised openly to members and, where appropriate, the wider community.

• No individual will be excluded from auditioning on the basis of protected characteristics.

1.2 Character Interpretation

• Casting decisions will focus on ability, suitability for the role, commitment, and ensemble fit.

• Where a script allows flexibility, directors are encouraged to consider diverse and creative casting choices.

1.3 Avoiding Bias

• Directors and production teams will make casting decisions free from assumptions about age, gender, disability, ethnicity, or appearance unless these are essential to the integrity of the script.

• Where possible, casting panels should include more than one person to reduce unconscious bias.

2. Audition Process

2.1 Accessibility

• Audition venues will be selected with accessibility in mind.

• Adjustments (e.g., flexible audition formats, additional time, alternative reading methods) will be offered where needed.

2.2 Clear Information

Audition notices will include:

• Role descriptions

• Any physical or vocal requirements

• Whether roles are open to flexible interpretation

• Details of the audition format

• Contact information for accessibility queries

2.3 Respectful Environment

• All auditionees will be treated with courtesy and professionalism.

• Feedback may be offered where practical.

3. Backstage, Technical & Production Roles

3.1 Equal Opportunity

Roles such as stage management, lighting, sound, costume, front‑of‑house, and set building will be open to all members and volunteers.

3.2 Training & Development

• New volunteers will be supported to learn technical or backstage skills.

• No one will be excluded from backstage roles due to lack of prior experience.

3.3 Safe Working Practices

• All volunteers will be briefed on safe working methods.

• Adjustments will be made to ensure disabled volunteers can participate fully.

4. Representation & Sensitivity

4.1 Responsible Storytelling

When producing plays that include sensitive themes (e.g., race, disability, gender identity, mental health), the Society will:

• Approach the material with care and respect

• Avoid harmful stereotypes

• Provide guidance to cast and crew where needed

• Consider audience impact and appropriate content warnings

4.2 Cultural & Historical Accuracy

Where a script requires specific cultural or historical representation, directors will handle this responsibly and sensitively.

5. Complaints & Concerns

5.1 Raising Issues

Any member or volunteer who feels they have experienced discrimination, exclusion, or inappropriate behaviour in casting or production may raise concerns confidentially with:

• The Chair

• The Equality & Diversity Trustee

• Any trustee they feel comfortable approaching

5.2 Response

Concerns will be:

• Taken seriously

• Investigated promptly

• Addressed in line with the Society’s policies on conduct and safeguarding

6. Review

This appendix will be reviewed annually alongside the Equality & Diversity Policy to ensure it remains relevant, inclusive, and supportive of best practice in community theatre.

Date 14/8/2026 Details Update & Creation for Teignmouth Players

Who Simon Kearey

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