Contact us

We welcome feedback, including complaints, suggestions and compliments – they’re important ways for us to make sure the work we deliver is of the highest quality.

Address: Birmingham Royal Ballet, Thorp Street, Birmingham B5 4AU.
Tel: 0121 245 3500
General Enquiries: brbreception@brb.org.uk
For a full email contact list click here.

Reception hours are 9 am – 5 pm, Monday to Friday.

Feedback

You can email your feedback to feedback@brb.org.uk.

• We welcome all feedback, be it via our website, on social media or in writing.
• We endeavour to acknowledge receipt of all feedback.
• If your feedback requires a formal response, please make this clear to us.
• We’ll send you any formal response within 15 working days.

Complaints

If your complaint is specific to our fundraising practise as chariry, please see our section below. You can email your complaints to complaints@brb.org.uk.

• We’ll acknowledge your complaint within five business days.
• We’ll monitor and track that your complaint is in progress and being actioned.
• We’ll respond to your complaint in full within 20 business days.
• If you’re not satisfied with your response, you can escalate the matter to our Chief Executive Officer at ceo@brb.org.uk.

Fundraising Complaints

You have a right to complain about our fundraising practice. A complaint can be made by anyone - this may be someone directly or indirectly affected by fundraising activity, or by an individual or organisation acting on behalf of someone else. We will accept and manage all complaints in the same way, even if they are received anonymously.

The quickest way to make a complaint is by email to: development@brb.org.uk, alternatively you can send a complaint in writing to: Development Department, Birmingham Royal Ballet, Thorp Street, Birmingham, B5 4AU, or you can contact the Development Team by phone on 0121 245 3560.

In order that we can investigate your concern promptly and thoroughly, please provide us with as much relevant information as possible, including:

• The reason for your complaint
• Details of your concerns, including any relevant dates
• The name of or any description of anyone involved
• Copies of any materials to support your complaint
• Your contact details (full name, address, email, daytime telephone number).
• If a complaint is submitted anonymously, we are unlikely to respond with any updates. If we are unable to identify or contact the complainant, this may impact our ability to resolve the complaint.
• If you are not satisfied with our response, you have the right to escalate your complaint to the Fundraising Regulator and/or the ICO.  We will provide details of how to do this on receipt of your complaint.

Our Feedback and Complaints Commitment

• We recognise, respect and encourage the rights of people to raise complaints and give feedback.
• How feedback or complaints are given will not affect how quickly we respond to you, or to the result.
• All complaints and feedback requiring actions should be assigned to a named owner.
• We’ll endeavour to offer responses to feedback or complaints in accessible formats.
• Feedback and complaints should be managed in a fair and transparent way. We always try to reach a positive result.
• Complaints should be handled in a timely and effective manner.
• We’ll endeavour to work actively with and involve our partners and stakeholders where feedback concerns them.
• We wish to make a resolution whenever possible.
• We’ll endeavour to let you know if we make changes to policy and procedures as a result of your feedback.