We try to provide the best possible experience for you. We recognise that sometimes despite our endeavours we may fall short of your expectations.
If you feel that you haven’t received the service or help that you expected, we want to hear from you. Telling us what went wrong helps us to improve and to try to ensure that things don’t go wrong again.
Should you have a complaint please follows the steps set out below. We treat every complaint seriously and in confidence.
Complaints Procedure
If you are at a performance and there is something about which you are unhappy, please bring it to the attention of one of our Front of House staff. They will try to resolve the problem immediately. If you are unhappy about the way, you have been treated by one of our volunteers or staff please speak to Janet Schofield.
If you are a volunteer or are part of the opera team (singer, orchestra, backstage) please bring the problem to Janet Schofield through the Company Office.
If you cannot or would rather not raise the issue in person you can email or write to us within 4 weeks of the problem arising.
You may send us your complaint by email to:
or by writing to:-
Dorset Opera
Cheselbourne
DORCHESTER
DT2 7NP
To help us deal with your complaint
Contact us as soon as possible giving clear details so that we know what the issue is and can try to resolve it quickly.
Specify clearly what aspect of our activity you wish to make the complaint about.
Outline the complaint as clearly and precisely as possible. Please include details of the place and time of any incident, the people involved and what you would like to be the outcome.
Include your name, address and your preferred contact details.
What we will do
Your complaint will be dealt with professionally and confidentially.
Your complaint will be assigned quickly to the most appropriate person to deal with it. You will be told who that person is, and they will investigate the matter fully and communicate regularly with you.
We will acknowledge any complaints promptly and within 5 working days of receipt. You will receive a full response to your complaint within 15 working days.
We will keep a record of the nature of the complaint, noting the date received and the date of our response, the name of the person dealing with the complaint, all actions or recommendations arising from the complaint and lessons learnt.
The Board of Directors will receive a report on all complaints received at least once a year.
Dorset Opera Complaints Policy 07.05.2025