City Recital Hall is committed to providing patrons and hirers with a professional, efficient and high quality service. We are committed to:
Building and maintaining close relationships with our patrons and hirers to understand their needs better.
Providing clear and relevant information, guidance, and feedback.
Conducting ourselves in a professional, courteous and helpful manner at all times.
Operating with high standards of accountability and efficiency.
Being accessible and easy to contact for all patrons and hirers, taking account of their differing communication needs.
Making our best efforts to ensure that no-one receives less favourable treatment than another on the grounds of religious or political affiliation, ethnicity or national origin, gender, sexual orientation, dependants, disability, marital status or age.
Respecting the legal rights of our patrons to privacy and confidentiality when dealing with personal information.
To achieve the best possible service we aim to ensure that:
Our staff are polite, friendly and courteous at all times.
We will answer telephone calls promptly. If the person that you are trying to contact is not available a message facility will be available and they will action the call within 24 hours.
We will send an acknowledgement or response to all written correspondence, and any requests for information within five working days of receipt.
We will send an acknowledgement or response to emails within two working days.
We take steps to ensure that the data that we hold about you on our database or in any other format is accurate, up-to-date and secure.
If you are dissatisfied we welcome your complaints and will respond to you within 10 working days of receipt of your complaint.
Information is available and accessible on our website.
If you contact us via our Contact Us service on our website, you will receive an acknowledgment within two working days.
We will keep appointments on time.
We will apologise if things go wrong and do our best to put them right.
We will aim to meet our deadlines, and keep you informed of progress when handling complex enquiries or complaints.
We will always listen to your feedback and respond.