Complaints Policy

The Brighton Box Gallery: Visitor Comments

The Brighton Box Gallery values all visitor feedback and takes complaints very seriously. Customers and members of the public are encouraged to contact the Gallery with any complaints, suggestions or praise . Contact may be made using any of the following means:

Verbally in person with Gallery staff
By email or using the online ‘contact us’ form
By telephone (01273 722036)
By letter addressed to:
The Brighton Box Gallery
21 Dukes Lane
Brighton
East Sussex
BN1 1BG

All visitor comments received by the Gallery (verbally in person with Gallery staff, by email, telephone and letter) are logged and monitored as part of the Gallery’s ongoing efforts to improve visitors’ experience. The Gallery endeavours to respond to all visitor comments (where contact details are given, and responses requested) within fourteen working days of receipt (if the Gallery needs longer to provide a full response, a member of Gallery staff will contact the correspondent to advise when a reply can be expected).

Complaints

If a member of the public is dissatisfied with any aspect of their visit to any of our Galleries; a service they have received from any of our Galleries; a response they have received to correspondence with any of our Galleries, or the conduct of a particular member of Gallery staff (for example a failure by a member of staff to adhere to Gallery policy), a formal complaint may be made by contacting the Gallery using the means detailed above.

If a correspondent feels that a complaint has not been addressed appropriately, they should first raise their concerns with the member of Gallery staff who initially responded to their complaint. If a correspondent is still not satisfied, they may request that their complaint be reviewed by a more senior member of staff whereby their complaint will be immediately referred to the Director of The Brighton Box Gallery.

At each stage the Gallery will endeavour to respond to the correspondent within fourteen working days (if longer is needed for the Gallery to provide a full response, a member of Gallery staff will contact the correspondent to advise when a reply can be expected). Complaints must be made no more than three months after the grounds upon which a complaint is based first arose (this period may be extended for good reason at the discretion of the Director).

The Gallery is not bound to respond to complaints which it deems repetitive, i.e. repeated complaints of a similar nature from the same individual or group of individuals, which it believes have been answered fully in the past. The Gallery is not bound to respond to complaints which are believed to be harassing or frivolous, i.e. which are not a genuine, but are aimed at disrupting the business of the Gallery or harassing Gallery staff. Continuous complaint submissions, harassing behaviour and/or actions that are intended to intimidate staff or staff feel victimised will be referred to the local police force with all relevant documentation made available as evidence to the investigating police force.

Complaints regarding products/services by third-party associates of The Brighton Box Gallery

In the event that a complaint is raised against a third-party associate who provides products or services to The Brighton Box Gallery, The Brighton Box Gallery will liaise with the appropriate associate to ensure that the complaint is addressed accordingly. This may include, but not limited to, our Artists, Courier Services, Finance/Credit Providers and Merchant Service Providers.

Due to the complaint requiring attention and responses from persons outside of our corporation, it is likely that the response to the complaint will be delayed. As described above, in this instance, we will contact the correspondent to advise when a reply can be expected.

Freedom of Information

Complaints about the handling of Freedom of Information requests are subject to the appeals and complaints procedure as outlined under the terms of the Freedom of Information Act.

If a correspondent feels that a Freedom of Information request has not been addressed appropriately, the correspondent should, in the first instance, seek an internal review of the decision received. Requests for internal review should be submitted in writing to the Director, by email ([email protected]) or letter:

The Brighton Box Gallery
21 Dukes Lane
Brighton
East Sussex
BN1 1BG

Order Line: 01273 722 036