Complaints Procedure

Modified on Thu, 5 Sep at 2:41 PM

Whilst we try our very best to ensure that your experience using TheatreDigsBooker is a success, we understand that things may not always run smoothly. Your feedback is very important to us as it identifies our areas for improvement. If you are unhappy with our services, it is important that you let us know.

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Making a complaint about a Guest

Making a complaint about a Host

Making a complaint about TheatreDigsBooker

Making a suggestion

Often people may feel more comfortable about suggesting improvements rather than complaining formally. Anyone, whether registered on TheatreDigsBooker or not, can make a suggestion.

This may include new features you would like to see on the site or a tweak to our current processes. Please note that we are a small team of 8 and so whilst we are unable to immediately execute your suggestions, we are more than happy to record these for future consideration.

You can forward your suggestions to us at support@theatredigsbooker.com.

When things go wrong

At times, Guests and Hosts may have different expectations when it comes to the level of service or conduct required during a booking. When this happens and help is needed, our team can step in to help both parties come to a mutually agreeable resolution.

This is important because it helps to maintain positive relationships between Guests and Hosts, and ensures that everyone involved can continue to use our platform in the future.

As a mediator, we would begin by reviewing the terms of the booking, including any house rules or expectations that were previously agreed upon. This helps to establish a baseline for what is expected of both the Guest and the Host. We would then facilitate a conversation between the Guest and Host to help them understand each other's perspectives and work towards a solution that benefits both parties.

Our approach to mediation is based on an understanding that what is considered "reasonable" can vary depending on the circumstances involved. We take into account the specific details of each case and use our judgement to determine what is fair and sensible based on all relevant factors.

Our goal is to help both parties come to a resolution that they are satisfied with, and to ensure that the relationship between the Guest and Host is preserved.

Overall, our commitment to finding reasonable solutions is a key component of our platform's success. By facilitating productive conversations and promoting positive relationships between Guests and Hosts, we are able to create a community that is built on trust, fairness, and mutual respect.

Making a complaint about a Guest

Providing accommodation to touring professionals is a great responsibility and so we understand how upsetting it can be when things go wrong. We first advise that you speak directly with the Guest to address any concerns you may have. This is usually the most efficient and effective way to resolve issues.

If you wish to raise an issue with a booking or a Guest, you can do so by visiting your Bookings Page and clicking the 'Raise an Issue' button. Once you have completed the standard form, this will be sent to our Support team who will be in touch. Only registered Hosts who have an ongoing or completed booking on the site can raise an issue about a Guest in this way. For more information, please click here to view our help article on How to raise an issue.

Any other complaints regarding a Guest or a booking can be made by emailing us as support@theatredigsbooker.com. (Please note that we are unable to act upon complaints made about an external offsite booking, however we may record these for the safety and security of our Hosts.)

We aim to handle complaints impartially, effectively and honestly. We take all complaints seriously and only use valuable and relevant information to help us mediate effectively. We treat all complaints in confidence and shall ask for your permission before contacting the Guest.

Making a complaint about a Host

Touring for long periods of time can be overwhelming and so we understand the importance of feeling comfortable in your Digs and with your Host. We first advise that you speak directly with the Host to address any concerns you may have. This is usually the most efficient and effective way to resolve issues.

If you wish to raise an issue with a booking or a Host, you can do so by visiting your Bookings Page and clicking the 'Raise an Issue' button. Once you have completed the standard form, this will be sent to our Support team who will be in touch. Only registered Guests who have an ongoing or completed booking on the site can raise an issue about a Host in this way. For more information, please click here to view our help article on How to raise an issue.

Any other complaints regarding a Host or a booking can be made by emailing us as support@theatredigsbooker.com. (Please note that we are unable to act upon complaints made about external offsite bookings, however we may record these for the safety and security of our Guests.)

Making a complaint about TheatreDigsBooker

If you have a complaint about our organisation, we are keen to hear from you so that we can do our best to put it right. You can contact us by clicking the 'Support' tab at the side of the page.

Our Complaints Procedure has the following goals:

To deal with complaints fairly, efficiently and effectively;
To ensure that all complaints are handled consistently;
To increase our customer satisfaction;
To use complaints constructively in the planning and improvement of our services.

Who can complain?

Anyone who is using TheatreDigsBooker's services can make a complaint.

Complaints about a Host or Guest must be in regards to an individuals own, onsite booking. However a representative may complain for the affected person if they are unable to make a complaint themselves, or have given consent for the representative to act on their behalf.

How to make a complaint

TheatreDigsBooker will aim to resolve any complaints as soon as possible.

If you are making a complaint about a Guest or Host, you can do this by 'Raising an Issue' on the site as outlined in clauses 2 and 3. Our dedicated support team are available Monday-Friday, 9am-5pm and will attend to your issue as soon as possible.

If you would like to submit a complaint about TheatreDigsBooker, you can do so by emailing us at support@theatredigsbooker.com with the subject 'Formal Complaint'.

Alternatively, you can submit a complaint by writing to us:

TheatreDigsBooker

Cromford Creative
Cromford Mills
Cromford
Derbyshire
DE4 3RQ

How we handle complaints

You will receive acknowledgement of your complaint within 5 working days. You may be contacted to ensure that we have correctly understood your complaint.

You will receive a response to your complaint within 28 working days of its receipt.

We may refer your complaint to our management team to investigate this further. That person will have enough seniority and experience to deal with the issues raised by the complaint.

Time limits

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you are complaining about a Host or Guest, we would advise that you first speak directly with the Guest/Host and contact us as soon as possible if you are unable to resolve this issue.

If you complain more than twelve months later, we may not be able to investigate properly. However we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

If you have any questions please visit our Help centre

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