The Theatre Investment Fund (trading name, Stage One) is registered with the Fundraising Regulator, an independent regulator of charity fundraising.
Stage One is committed to providing the highest standards of fundraising and follow the Fundraising Regulator’s Code of Fundraising Practice. For more information on the Fundraising Regulator, and to read the standards to which we uphold in full, please visit https://www.fundraisingregulator.org.uk/code.
Submitting a Complaint about Fundraising to Stage One
Please note this procedure is only relevant to complaints concerning fundraising. Please see our Complaints Procedure if you wish to submit a complaint about another aspect of the charity.
We endeavour to always meet these standards and provide the best possible experience to all our donors and supporters. However, we understand there may be times where we fail to meet your expectations.
In this case, we welcome you to get in touch with Stage One. We want to hear your thoughts and feedback regarding our fundraising to ensure our service continues to improve.
If you wish to submit a complaint about Stage One’s fundraising activities, please contact [email protected], or call 020 7557 6737.
You can also contact us in writing by submitting your complaint to:
Stage One
32 Rose Street
London
WC2E 9ET
Please submit your complaint as soon as possible after the incident so we can respond in the most timely manner.
Stage One will aim to acknowledge receipt within 5 working days and will investigate the complaint. Your complaint will be dealt with by a senior member of the Stage One team, or the Chair of Trustees with the aim to resolve the matter within 30 working days of the complaint being received.
Escalation to the Fundraising Regulator
If you’re not satisfied with the outcome, you can refer your complaint directly to the Fundraising Regulator. You must do this within two months of your final communications with Stage One on the matter.
You can submit a complaint to the Fundraising Regulator via their website, or by calling 0300 999 3407.
Monitoring Fundraising Complaints
Complaints are monitored and reported to our Board.
We keep a record of the number of complaints received and include these in our Annual Complaints Return to the Fundraising Regulator. This does not contain any personal information but enables the Regulator to use the data charities submit to produce a report about complaints across the charity sector.
Last reviewed: July 2024
Date of next review: July 2025