Complaints procedure

At Broadway, we are committed to giving the best possible experience to every member of the public that we work with, or supports us through donations of time or money, in our mission to inspire creativity and a lifelong love of film.

If you are unhappy about your customer experience with Broadway, we would like to hear about it, so that we can make things better, and learn and improve from the experience. 

Please note, if you have a query regarding a booking, membership, programme or Café Bar please contact info@broadway.org.uk. 

We strive to make Broadway an inclusive and respectful environment for all, and will not tolerate acts of harassment, bullying or discrimination directed at an individual’s personal identity or protected characteristic.  If you are unhappy about personal treatment you experience when at Broadway you should report it to us through this procedure. 

We will respond quickly to your complaint and keep you informed at all stages.

How to make a complaint

If you wish to make a complaint you can contact us in the following ways:

Phone:   0115 952 6611  (Please select option 4, Mon-Fri, 9.30am to 5.00pm)
Email:    complaints@broadway.org.uk
Post:      Please mark “Confidential FAO HR Department” , Nottingham Media Centre, 14-18 Broad Street, Nottingham, NG1 3AL

Please include your contact details and preferred method of communication.  Please describe the issue you are unhappy about, when it took place, and who you dealt with.

When we receive your complaint, we will acknowledge this within 2 working days*, and if possible respond to the issue raised in 5 working days*.

If the matter needs detailed investigation, we will let you know that this will be done, and indicate the likely time needed to complete an investigation and provide you with the outcome.  We will provide you with a named point of contact whilst the investigation is ongoing.

*Please note, working days in this instance refers to Monday-Friday (excluding Bank Holidays).
 

Other methods for making a complaint

If you are a filmmaker applying for funding through Film Hub Midlands, or an exhibitor applying for funding from the Film Audience Network, please use the feedback procedure at the following link:

Film Hub Midlands and Film Exhibition Fund Feedback and Complaints