Equality & Complaints Policy

If a member of the public or a casual worker, freelancer, trustee or volunteer thinks they have been treated unfairly and wants further advice, they can contact third party bodies and advisers such as Acas or the Equality and Human Rights Commission, or in the case of staff, they can contact a member of SMT or the HR department.

If an employee wants to raise a concern or complaint, they can raise a complaint or concern under the Playhouse Equal Opportunities Policy and Playhouse Disciplinary and Grievance procedures. An Equity contracted member of staff can raise a Grievance under the Equity / UK Theatre Subsidised Theatre Agreement observed by Leeds Playhouse.

The process for raising a complaint is as follows:

• Members of the public, may address their concern(s) to the Playhouse Duty Manager or by email to concerns@leedsplayhouse.org.uk in the first instance. All emails will be acknowledged upon receipt.
• Casual workers, freelancers, trustees or volunteers may feel that the issues can be
  raised directly with the person whom they believe is responsible. This may be particularly relevant in circumstances where the person concerned may not be aware that their conduct is unwelcome or objectionable. The individual may choose to speak directly to the person concerned to try to resolve the situation informally.
• They are also encouraged to discuss any concerns with their relevant manager or supervisor.

Alternatively, staff may speak to the HR department and raise a matter informally or formally. A member of HR will meet with the person concerned and seek to resolve the situation informally.

Leeds Playhouse does not recommend informal action in circumstances involving serious allegations of inequality, discrimination, bullying, victimisation and/or harassment.

Casual workers, freelancers, trustees or volunteers should raise complaints to their relevant manager in the first instance. If that is not appropriate, or the individual wishes to raise their complaint elsewhere, the individual should raise complaints to the HR department or to a member of the Playhouse Executive who will inform the HR department.

Leeds Playhouse recommends that the complaints be put in writing, identifying the person(s) concerned and what has happened and when. Leeds Playhouse will appreciate details of any specific incidents. Individuals are encouraged to provide any times and dates and names of any witnesses or other people involved to assist with the investigation.

Upon receipt of a formal complaint, an investigating manager will be assigned and the investigating manager will take immediate action to investigate the complaint. The actions that will be taken very much depend on the nature of the allegation, but can include conciliation between those involved if the individual agrees to this, initiating an investigation and/or suspending the person concerned pending investigation.

Serious allegations will likely lead the investigating manager to consider suspending the person concerned or requiring them to keep away from the workplace during the course of an investigation and to ensure there is no further contact with the individual for the duration. The act of suspending the person(s) concerned (in the case of an employee) is not in itself a disciplinary sanction and does not prejudge the allegations that have been raised against them.

Leeds Playhouse investigation process in respect of complaints raised under this policy is robust and objective. The investigating manager will conduct their investigation into the allegations of discrimination, bullying, victimisation and/or harassment confidentially, subject to the need to discuss the situation with those involved and any witnesses so as to establish the situation.

The person against whom the allegation is made will receive, in writing and before their interview, exact details of the description of the complaints raised against them.

The investigating manager will accord both parties the necessary respect during the investigation to establish what happened. Separate meetings and interviews will take place and staff may be accompanied by a colleague during these meetings.

After the investigation has been completed and all those involved interviewed, the investigating manager will complete an investigation report setting out their conclusions. A summary of the report will be issued to the person who raised the complaint and where relevant the final report will be copied to the HR file of the person against whom the allegation was made, but no other form of disclosure will take place. The investigation report may contain redacted names, or have sections removed before disclosing to concerned parties, so as not to identify third parties to the alleged perpetrator.

We will provide an estimate of how long an investigation process will take within 10 working days of receiving a formal complaint or concern raised under this procedure and will let you know if that estimate changes.

The investigation report may require Leeds Playhouse to undertake disciplinary action against the alleged perpetrator (in the case of an employee), stop the harassment or otherwise take steps to correct the discriminatory behaviour and prevent it from taking place again. The report may recommend training or re-training to ensure appropriate conduct is reiterated.

Substantiated acts of discrimination, harassment, bullying or victimisation are considered by Leeds Playhouse to be acts of gross misconduct. Please refer to Leeds Playhouse’s Disciplinary Policy for more details.

The investigation report may conclude that no discrimination, harassment, bullying or victimisation occurred and that no further action is required. The report may also conclude that the individual’s allegation was false or malicious and may suggest disciplinary proceedings (or similar) take place in relation to the conduct of the individual who made the complaint.

Depending on whether the complaint has been raised by a member of the public or a volunteer or casual worker, and whom the complaint concerns, the information that Leeds Playhouse is able to share and options for resolution will differ from case to case. Investigation proceedings and outcomes may be highly confidential in nature. We will let the complainant know of the completion of our investigation within two weeks of receipt of the investigation report and include an outline of any outcomes that we are entitled to share.

Individuals who are not happy with the outcome of any initial investigation into their complaint may appeal to a member of the Senior Management team by email to groupmanagement@leedsplayhouse.org.uk.

The investigation report will specify the name of the senior manager in Leeds Playhouse to whom the appeal should be sent. Individuals must ensure they comply with the time limit set out in the investigation report for submitting the appeal. This is usually two weeks from the date of receipt of the investigation report. The appeal should set out the full details of the individual’s reasons for their dissatisfaction with the outcome.

Leeds Playhouse will, through the nominated senior manager, arrange an appeal hearing to consider the grounds for their appeal, usually within two weeks of the appeal being received. At this hearing, staff are entitled to be accompanied by a colleague or trade union representative where relevant. The appeal hearing will review the grounds for the dissatisfaction and explore potential solutions, with a written outcome supplied to the individual within two weeks of the appeal hearing.

If the appeal is upheld, the written outcome will explain what actions Leeds Playhouse will take or proposes to take as a result of the appeal.

If the appeal cannot be upheld, the written outcome will set out the reasons as to why and
confirm that no further action will be taken.

There is no further stage under this procedure once the appeal has been decided.

Allegations under this policy are recorded for monitoring the effectiveness of Leeds Playhouse’s equality policies, which includes the production of management statistics on complaints received, upheld, rejected and the consequential actions.

The records include a summary of the type of allegation, the type of issue (discrimination, harassment etc.), Leeds Playhouse’s investigation, actions taken by Leeds Playhouse (and why) and the outcome sent to the individual.

These records are held by the HR department. The storage of these records complies with Leeds Playhouse’s obligations in line with current data protection obligations

Leeds Playhouse has separate policies for casual workers, equity contracted staff, freelancers, trustees or volunteers looking to report a Safeguarding or Health & Safety concern. For Public Interest Disclosures made by employees, casual workers, and Equity Contracted Staff the Playhouse Whistleblowing policy can be found in the Staff Handbook.

Playhouse staff can speak with their relevant manager or Head of Department if they are unsure how to access these policies.

To raise a general customer service complaint or concern, you can speak with a member of staff or contact info@leedsplayhouse.org.uk. Customer complaints may include but are not limited to:

• Cleanliness of the building
• Show content
• Food & beverage
• Ticket purchases

If you would like a copy of this policy in another format for access reasons or require suitable adjustments to raise a complaint or concern under this procedure because of a disability or long-term health condition, please contact concerns@leedsplayhouse.org.uk. Playhouse staff are encouraged to discuss any access needs with their relevant manager or with HR.