At the Donmar, we are committed to fundraising in an open, honest and respectful way.
We are registered with the Fundraising Regulator and follow the standards set out in the Code of Fundraising Practice.
We hope you will never have cause to complain about any aspect of our fundraising or supporter care. However, if something does go wrong, we want to hear from you, so that we can put it right and learn from it.
This procedure outlines how you can make a complaint, how we will respond, and what you can do if you are not satisfied with the outcome.
What can I complain about?
You can contact us if you are unhappy with:
- The way we have asked for support or donations
- The behaviour or conduct of any member of staff or volunteer involved in fundraising
- Materials, communications or information you have received from us
- How your personal data has been handled in relation to fundraising
- Any aspect of our stewardship of your donation or membership
If your concern relates to something outside fundraising (e.g. ticketing, productions, building accessibility), please contact our Box Office team on boxoffice@donmarwarehouse.com.
How to make a fundraising complaint
We take all complaints seriously. Should you have a complaint about fundraising, please get in touch with Silvia Melchior, Director of Strategic Development and Fundraising at smelchior@donmarwarehouse.com or by post:
Silvia Melchior
Director of Strategic Development and Fundraising
Donmar Warehouse
3 Dryden Street
London
WC2E 9NA
To help us investigate, please include:
- Your name and contact details
- What happened and when
- Any supporting information
We will treat your complaint in confidence and handle your personal data in line with our Privacy Policy. We will acknowledge receipt in a timely manner and endeavour to resolve the issues as quickly as possible.
The Director of Strategic Development and Fundraising will investigate, provide a full response, and a resolution if possible, within 28 days of receipt of the complaint. If necessary, the complaint may be escalated to other members of the senior management at the Donmar.
If you feel that your complaint has not been resolved, you can refer it to the Fundraising Regulator via their online complaints process. You must contact them within two months of receiving our final response.
If you wish to remove fundraising communications from the Donmar, then you may do so via the Fundraising Preference Service.
When you contact us with a complaint, you can expect that we will:
- Treat your concern seriously, fairly and with respect
- Investigate thoroughly and transparently
- Keep you informed throughout the process
- Learn from mistakes and improve our practice
- Respect your privacy and protect your data
Your feedback helps us to uphold the highest standards in fundraising and supporter care. We are grateful to everyone who takes the time to bring concerns to our attention.