Complaints Policy
Our complaints procedure
The Philharmonia Orchestra values your feedback and takes your comments seriously.
If you wish to make a complaint about any area of our work please contact us as follows:
Telephone: 020 7921 3940
Email: kate.collis@philharmonia.co.uk
Post: Company Secretary, Philharmonia Orchestra Ltd, 6 Chancel Street, London, SE1 0UX
We will acknowledge your complaint within two working days and aim to resolve complaints within 14 days of receipt.
If you remain dissatisfied your complaint will be referred to our Managing Director who will work with the relevant department to resolve the issue.
Definition of a complaint
A complaint is an expression of dissatisfaction about the standards of service, actions or lack of action by the Philharmonia Orchestra, or its staff, volunteers or anybody directly involved in our work. It is a criticism that expects a reply and would like things to be changed.
A complaint is not:
A general query about the Philharmonia Orchestra’s work
A request for information
A contractual dispute
A request to amend records e.g. to correct an address, cancel a ticket order, cancel a donation
A request to unsubscribe from our mailing lists
Complaints about fundraising
Through our fundraising activity we aim to inspire and engage people so that we can build long term relationships and together create thrilling experiences in music. Our approach to fundraising is underpinned by our Supporter Promise.
The Philharmonia Orchestra Ltd is a member of the Fundraising Regular (FR), if you feel that we have not satisfactorily solved your complaint, you can contact the FR directly: Fundraising Regulator complaints procedure.
The Philharmonia Ltd (charity no. 250277, company no. 799297), The Philharmonia Orchestra Trust Ltd. (charity no. 254191, company no. 913665) and the Philharmonia Orchestra in Bedford Trust (charity no. 1170495) are registered on the Fundraising Preference Service.
Feedback about our concerts and venues partners
If you wish to make a complaint about a specific concert or one of our partner venues, please contact Rebekah Holloway, Marketing Director on:
Telephone: 020 7921 3931
Email: rebekah.holloway@philharmonia.co.uk
Post: Marketing Director, Philharmonia Orchestra Ltd, 6 Chancel Street, London, SE1 0UX