Sheffield DocFest are committed to providing an environment that is welcoming, accessible, and inclusive for all festival guests and attendees, and for all team members and volunteers, in-person and online.
If you would like to tell us about anything that has gone particularly well, or you would like to make a complaint about some aspect of our work, please follow the steps below.
All feedback, whether positive or negative, from filmmakers, artists, staff, volunteers, invited guests and the general public is important to us, in helping us improve and develop our work.
Please get in touch by:
● Speaking to a member of the team at an event
● Emailing us at firstname.lastname@example.org
Please provide as much information as possible when contacting us, including:
● Details of the incident you want to tell us about
● The location, date and time it occurred
● The names of anyone involved if you know them
● Your contact details
What happens next?
Your feedback will be passed to the Deputy Director, who will either pass it to the relevant team leader or (if a complaint) will investigate accordingly and where necessary consult with other members of the Senior Management team.
We will try to respond to you within 5 working days of receiving a complaint, but if we need extra time to investigate the incident we will let you know when you can expect a reply from us.
Although we aim to resolve all complaints, you should be aware that for reasons of confidentiality and our legal obligations it may not be possible for us to provide details of any investigations we undertake, and we may only be able to report that appropriate action has been taken as a result of your complaint.
If you are unhappy with the Deputy Director’s response, you can ask for the matter to be escalated to the Festival Director, who will review it and respond within 14 days of your request. Your request must include the reasons you are not satisfied with our response and what additional steps you feel are necessary.
If you are not satisfied with the Festival Director’s response, you may ask for your complaint to be escalated to the Board of Trustees, who will delegate a Trustee to review it and respond to you within 28 days.
If you remain dissatisfied with our response, you can visit the Charity Commission’s website www.charitycommission.gov.uk for further advice.