Refunds
The following applies only to term place refunds. Tickets for production are subject to the venue's own refund policies.
In order for us to comply with our insurance and child protection policies all members must be fully booked and registered before taking part in any Stage2 activity.
Booking involves satisfactory completion and return of the registration form and appropriate payment (or subsidy request).
In the event of a refund becoming necessary we must receive a signed and dated request to our Administration address:
Stage2 Youth Theatre Company
12 Valentine Road
Kings Heath
Birmingham
B14 7AN
The request should clearly state the name of the child and the refund requested.
Please note that we will charge a £10 administration fee to issue a refund. A cheque for the appropriate amount will be dispatched within two weeks of
receiving the written request.
Refunds for term's fees will not be granted if the child has attended 2 or more sessions including the intro session.
We strongly advise every potential new member to read our website, apply for an introductory pack, book in advance so they receive a Welcome Pack and ideally see one of our productions before joining the company. This will ensure that they have a through insight into what to expect.
ComplaintsComplaints Procedure for Members and Parents
1) In the first instance
Straightforward verbal queries, questions or complaints (relating to an existing rule or policy) will all be dealt with immediately by the Artistic Directors wherever possible. All complaints will be taken seriously and the complainant given the opportunity to express their grievance to their satisfaction.
If they wish to make the complaint in private it will be pointed out to members that the time may not be practical so a meeting will be arranged for
as soon as possible - ideally the same day, but within a week at the latest. A witness may be present as appropriate.
Other complaints will initially be dealt with in the medium they are received ie verbal - in person or over the phone, via email, in writing. Responses will be made within a week.
Both Artistic Directors will liaise over each response and take advice from the Board where appropriate.
Notes of the complaint and action will be kept in the member's file.
Responses will all be detailed to ensure the complainant fully understands the reply and the thinking behind it. Where appropriate complainants will be shown copies of newsletters, policies, rule sheets, schedules etc that may back up the response.
Their points will all be listened to and noted - and changes made to policy if appropriate.
It is important we are constantly evolving and mindful of members' needs - and some points may be totally valid and extremely helpful.
2) In the second instance
If the complainant is unhappy with the response they will be invited to write to the board. The board will be informed when complaints may be imminent and will be supplied with background information as requested.
The Board will decide whether to reply directly or to consult Artistic Directors first.
It will be at the discretion of the Board as to whether they show their responses to the Artistic Directors.
Copies of any responses shown to the Artistic Directors will be kept in the member's files. Confidential responses will be kept on file by the Board Secretary.
The Board will reply within a maximum of three weeks.
The Board will initially send a written response - it is at their discretion whether they offer a further face to face meeting.
Any complaints about the Artistic Directors will be referred directly and immediately to the Board.
Please contact the Board using the link on the left.
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