Terms & Conditions

If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Saltmine Trust's relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term 'Saltmine Trust' or 'us' or 'we' refers to the owner of the website whose registered office is
61 The Broadway,
Dudley,
West Midlands, DY1 3EB

Our company registration number is
Saltmine Trust is a registered charity: No 1038007,
and a limited company registered in England and Wales: No 2930528.
The term 'you' refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

The content of the pages of this website is for your general information and use only. It is subject to change without notice.

This website uses cookies to monitor browsing preferences. If you do allow cookies to be used, the following personal information may be stored by us but not passed onto third parties.

Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose.

You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

All trade marks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.

Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.

From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

Donations

If the project for any donation receieved has been fully funded, completed or discontinued for any reason, Saltmine Trust reserves the right to use the donation for other purposes.

Saltmine Theatre Company Complaints Policy

1. Introduction
Saltmine Theatre Company is committed to providing high-quality theatre productions, workshops, and community outreach projects. We value feedback from our audiences, partners, and donors, and we aim to maintain the highest standards in all that we do. However, we recognise that there may be occasions when individuals wish to express concerns or make a complaint. This policy outlines our process for handling complaints in a fair, transparent, and timely manner.

2. Scope of the Policy
This policy applies to complaints from members of the public, audiences, partners, service users, donors, and other stakeholders regarding:
  • The quality of our productions, workshops, or outreach projects
  • The conduct of our staff, volunteers, or representatives
  • Our policies, procedures, or decision-making processes
  • Any other concerns related to our services and operations
This policy does not cover employment-related grievances, which are handled separately through our internal HR procedures.

Saltmine Theatre Company’s complaints procedure is also designed to comply with the requirements of the Fundraising Regulator. A copy of this policy is available upon request and published on our website.

3. How to Make a Complaint
We encourage complainants to raise issues as soon as possible so that they can be addressed promptly. Complaints can be made in the following ways:
  • By Email: Send an email to This email address is being protected from spambots. You need JavaScript enabled to view it.
  • By Post: Write to us at Saltmine Theatre Company 61 The Broadway, Dudley, DY1 3EB
  • By Phone: Call us on 01384 454800
  • In Person: If appropriate, a complaint can be made verbally to a member of staff, who will document the concern and pass it on to the relevant person.

4. Complaint Handling Process
Upon receiving a complaint, we will follow these steps:
  1. Acknowledgement: We will acknowledge receipt of the complaint within 5 working days, confirming that it is being reviewed.
  2. Investigation: The complaint will be reviewed by the relevant manager or department. Where necessary, we may contact the complainant for further details.
  3. Response: We aim to provide a full written response within 28 calendar days of acknowledging the complaint. If further investigation is needed, we will inform the complainant of the delay and provide a revised timeline.
  4. Resolution: If the complaint is upheld, we will take appropriate corrective action and inform the complainant of the steps taken. If not upheld, we will provide a clear explanation.
  5. Escalation: If the complainant is not satisfied with the response, they may escalate the complaint to the CEO within 10 working days of receiving our decision. The CEO will review the case and respond within 20 working days.
  6. Final Review and Referral: If the complainant remains dissatisfied, they may appeal to the Board of Trustees. If the complaint relates to fundraising and remains unresolved, the complainant also has the right to refer the complaint to the Fundraising Regulator within two months of our final response. Information about how to contact the Fundraising Regulator is available at: https://www.fundraisingregulator.org.uk

4.1 Record-Keeping
We maintain a record of all complaints for monitoring, accountability, and improvement purposes. Each record includes:
  • The nature and date of the complaint
  • A summary of any investigation undertaken
  • The outcome and actions taken
  • Copies of all communications related to the complaint

These records will be retained for a minimum of 24 months from the date the complaint was received, unless data protection law requires earlier deletion (e.g., upon a valid request from the complainant). Records are available for inspection by the Fundraising Regulator, with reasonable notice.

4.2 Commitment to Cooperation
Saltmine Theatre Company undertakes to:
  • Provide the Fundraising Regulator with any fundraising materials upon request.
  • Cooperate fully if a complaint is referred to the Fundraising Regulator.
  • Comply with any remedies or censure prescribed by the Fundraising Regulator, including changes to policy or practice if necessary.

5. Handling Complaints Received Through Social Media
  • If a complaint is received via social media, Saltmine Trust will acknowledge it within 24 hours (or the next working day if received outside office hours).
  • Where appropriate, we will encourage the complainant to contact us via a private and official channel (email, phone, or post) to ensure the matter is properly addressed.
  • If the complaint involves safeguarding, legal, or serious reputational concerns, it will be escalated immediately to senior management.
  • We will avoid discussing sensitive matters publicly on social media but will reassure the complainant that their concerns are taken seriously.

6. Confidentiality & Data Protection
All complaints will be handled with confidentiality, in line with data protection laws. Information will only be shared with those directly involved in resolving the issue

7. Monitoring & Learning
We will regularly review complaints to identify trends and areas for improvement. Where applicable, we will implement changes to enhance our services and prevent recurring issues.

8. Contact Information
For any complaints or concerns, please contact us at:
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Phone: 01384 454800
Address: Saltmine Theatre Company, 61 The Broadway, Dudley, DY1 3EB

We value your feedback and appreciate the opportunity to improve our services. Thank you for helping us maintain the highest standards in our work.