How Can we Help?

What is your Complaints procedure?

If you wish to comment or complain about something, please use our feedback form, selecting the appropriate theme from the dropdown menu.
 
Other ways to contact us 
By email: feedback@roundhouse.org.uk
By post: 
The Roundhouse Trust
Chalk Farm Road
London
NW1 8EH
 
Our complaints procedure
We aim to respond to all complaints we receive within 5 working days of receipt and aim to resolve the issue at your first contact with us. However, if further investigation is required or your complaint is more complex, we will confirm that we have received your complaint and the steps we are taking to investigate further. In such cases we will provide a full response within 30 working days and will 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 in order that we can adequately and accurately respond. We will always anonymise your complaint if we do so, unless passing your data on is vital to the resolution of the complaint.
All Heads of Department are involved with complaints when they are first received and will work with their teams for a swift resolution. If we are not able to resolve your complaint swiftly or you are not satisfied with the response, your complaint will be passed to the relevant Director who will acknowledge your complaint as soon as possible, with a response being sent to you within 10 working days.

External points of escalation
There are a number of external organisations you can approach if you are not satisfied 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. Roundhouse is a charity and we fundraise in a responsible way. We promise to be honest, fair and open about our fundraising.
 

Fancy a Chat?

128086e6bec87f2dc7ed5c7a835d5122@roundhousetrust.desk-mail.com
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