Sheffield Theatres Box Office

0114 249 6000
supervisors@sheffieldtheatres.co.uk

Our Box Office is open Monday to Saturday 10am until 6pm for phone and counter sales. On performance days we will remain open until the shows have begun.

Telephone lines are open from 10am until 6pm

Address
Sheffield Theatres (The Crucible)
55 Norfolk Street
Sheffield
S1 1DA

Cazoo World Snooker Championship Box Office

0844 6565 147*
cruciblesnooker.com
*Calls cost 5p per min, plus your phone company’s access charge

Customer Comments and Complaints Policy

Sheffield Theatres is committed to exceeding our customers’ expectations in all that we do.

While striving to provide the highest possible standards of service, we acknowledge that sometimes things might go wrong. When this happens, we aim to:

• Encourage dissatisfied customers to comment / speak to a member of staff immediately
• Resolve the problem quickly, effectively and to everyone’s satisfaction
• Learn from the complaint, and improve our service for the future

In order to achieve this, we will:

• Work hard to provide the highest standard of experience at Sheffield Theatres
• Ensure our complaints process is clear and easy to access for anyone wishing to make a complaint
• Ensure that every member of the Sheffield Theatres team knows what to do when we get a complaint
• Ensure that all complaints are investigated, with information being gathered fairly, without prejudice and in a timely manner
• Ensure that complaints are resolved quickly and efficiently and that this is done with the best intention for everyone involved

All complaints will be handled sensitively, with the general data protection regulation (GDPR) being followed throughout the investigation.

If customers are unhappy with any aspect of their experience whilst visiting Sheffield Theatres, we encourage they speak to any member of our team – we may be able to address comments immediately to ensure that the experience is as enjoyable as it should be.

Should customers be unable to give feedback when they are at Sheffield Theatres, or would like to submit comments after their visit, they can contact us in person, by phone, in writing by email or post. If a customer contacts us via social media, we will respond in line with this policy.

PROCESS

We ask that where possible you communicate with us in person at Sheffield Theatres during your visit.

Alternatively, you can write to us at:

Customer Comments
Sheffield Theatres
55 Norfolk Street
Sheffield
S1 1DA

Via email: customer.service@sheffieldtheatres.co.uk
or call us: 0114 249 5999

On receipt of a complaint

Stage 1. The details of the complaint are recorded and sent to our Customer Care team email address. An initial acknowledgment that the comments have been received is sent to the customer.

The comments are forwarded to the appropriate Head of Department. A full response to be sent within 10 working days.

Stage 2. If the customer wishes to appeal against the initial response, the correspondence is passed to relevant member of Senior Management Team who will review information and respond directly to the customer within 15 working days.

Stage 3. If the customer wishes to make a final appeal against this response, all correspondence is passed to the Chief Executive who will review the information and will respond with a final decision within 20 working days.

This decision is final. The Chief Executive may decide to work with the Board or gain external assistance when looking for a resolution.

Further information:

Our Customer Experience Director has responsibility for this policy, along with the Executive team.

This policy may vary to avoid a conflict of interest, for example if the complaint is about a Head of Department, Senior Management Team or the Chief Executive. In this scenario, an alternative member of the Sheffield Theatres team will take on the stage of investigation, as directed by HR.

If at any point within these response days, more time for investigation is required, the relevant member of staff at each stage will contact the customer and offer a progress report and indicate when a full response will be sent.

Our Customer Experience Director will present an overview of complaints to the Executive team every quarter. Complaints will be reviewed here to identify any common complaints which require further action for change.

Sheffield Theatres Trust Ltd is a registered charity
Registered Charity Number: 257318
Registered in England: 932254
VAT Registration: 911476141