Brighton Ballet School Safeguarding

Complaints policy

Policy statement

Receiving feedback and responding to complaints is an important part of improving Brighton Ballet School ’s accountability. Ensuring our students parents/guardians, suppliers, support staff and teaching staff can hold us to account will improve the quality of our work in all areas.


This policy applies to Brighton Ballet School and is global in its application. A complaint can be made by any student, parent, guardian, teacher, co-worker, partner organisation, community or individual with whom we work, or any member of the public whether an individual, company or other entity, in the UK for anywhere else in the world.


A complaint is an expression of dissatisfaction about the standards of service, actions or lack of action, by Brighton Ballet School or its staff and associated personnel[1]. It is a criticism that expects a reply and would like things to be changed. Complaints could include the following (which is not an exhaustive list):


  • Concern from someone we work with about the quality of programme delivery
  • Concern from a member of the public, student, parent/guardian, co-worker, partner organisation, community or individual with whom we work, about a particular approach or campaign, event or class
  • Concern about the behaviour of staff or associated personnel


A complaint has to be about some action for which Brighton Ballet School is responsible or is within our sphere of influence.


A complaint is not:


  • A general inquiry about Brighton Ballet School ’s work
  • A request for information
  • A contractual dispute
  • A request to amend records e.g. to correct an address, cancel a subscription, membership, class, workshop, event or participation in any part of Brighton Ballet School’s services
  • A request to unsubscribe from an Brighton Ballet School commincation service e.g. a newsletter or email database


The complaints procedures do not apply to complaints that are subject to current investigation by any regulatory body or other legal or official authorities in the UK or other countries in which we operate. Such issues will be dealt with by the relevant regulatory body.

Procedures for making a complaint

It is hoped that most complaints or concerns about Brighton Ballet School ’s work or behaviour can and will be dealt with informally by staff at a local level. However, it is recognised that not all issues can be resolved in this way and that a formal complaints mechanism is required for those occasions when an individual or organisation wishes to make their complaint a matter of record and to receive a formal response.

How to make a complaint

All formal complaints should be made in writing either directly from the individual or organisation making the complaint or via someone acting on their behalf. See below for details about to whom to address a complaint. Please refer to the Terms & Conditions regarding complaints, especially with regards to the timeframe in which a complaint will be responded to.

Who can make a complaint?

This policy is global in application. A complaint can be made by:


  • Any student, parent/guardian
  • Partner organisation
  • Community or individual with whom we work
  • Any member of the public whether an individual, company or other entity in the UK or around the

Who is not covered by this policy?

Complaints by staff are governed by Brighton Ballet School ’s procedures for dealing with problems in the workplace, and Anti Bullying and Harassment policy found in our code of conduct. Complaints relating to serious incidents such as fraud and corruption or safeguarding concerns will be dealt with through the relevant policy and procedures.

How to make a complaint

Please contact the Principal of Brighton Ballet School

Office Address: 23 Freshfield Street

Brighton BN2 9ZG

Telephone : 07595303180

Email :

Document revisions : 28/8/2020