What is your complaints procedure?

If you’d like to make a comment or complain about something you’re not happy with, please use our feedback form and select an option from the dropdown menu.

Other ways to contact us are
By email: visitorservices@roundhouse.org.uk
By post:
The Roundhouse Trust
Chalk Farm Road
London
NW1 8EH

Our complaints procedure
We aim to respond to all complaints within five working days of receiving them and our goal is to resolve the issue as quickly as we possibly can.

However, if further investigation is needed or your complaint is more complex, we will confirm that we’ve received your complaint, and let you know the steps we’re taking to look into it further. If this happens we will provide a full and more thorough response within 30 working days, and will make sure we keep you updated throughout this time.

In some instances, we may need to pass your complaint on to other members of Roundhouse staff or third parties, so that we can deal with your issue appropriately. We’ll always anonymise your complaint if we do this, unless passing your personal details on is needed in order to resolve your complaint.

External points of escalation
There are a number of external organisations you can talk to if you’re not happy with our response.

If your complaint is regarding a Roundhouse communication you can contact OfCom. Depending on the nature of your complaint you could also contact the Competition and Markets Authority or Camden Council.
If your complaint relates to fundraising you can contact the Fundraising Regulator. We are a charity and we fundraise in a responsible way. We promise to be honest, fair and open about our fundraising.

Share