Last reviewed: 1 September 2026

Complaints policy

We welcome the opportunity to put things right and use complaints to improve Cliff House services.

1. How to complain

General, venue, website or privacy matters: [email protected]
Event or ticket matters: [email protected]
200 Club matters: [email protected]

You may also write to Cliff House Trust Limited, Cliff House, Cliff Road, Salcombe, Devon, TQ8 8JQ, or call 01548 844704. Tell us what happened, when it happened, who was involved, what outcome you seek and how to contact you. Ask if you need help making the complaint or an accessible response.

2. What happens next

We aim to acknowledge a complaint within five working days. We will identify an appropriate person to review it, gather the relevant information and aim to send a substantive response within 20 working days. If it will take longer, we will explain why and give a revised timescale.

We treat complaints respectfully and share information only with people who need it to investigate, respond or meet a legal or safeguarding duty. Making a complaint will not result in unfair treatment.

3. Internal review

If you remain dissatisfied, ask within 20 working days for a trustee who was not involved in the original decision to review the response. Explain what you believe was missed or decided incorrectly. We aim to complete that review within a further 20 working days.

4. Safeguarding and urgent concerns

A concern that someone is at immediate risk should be reported to the emergency services on 999. Use 101 for a non-emergency police matter. Safeguarding concerns may need to be shared promptly with the appropriate authority and will not be delayed by this complaints timetable.

5. External routes

Depending on the subject, you may also contact the Information Commissioner’s Office about data protection, South Hams District Council as the 200 Club’s local licensing authority, the Fundraising Regulator about fundraising, or the Charity Commission about a serious concern relating to a charity. These organisations normally expect you to raise the matter with us first unless it is urgent or inappropriate to do so.

6. Records and learning

We keep proportionate complaint records to manage the case, identify recurring issues and meet legal or regulatory duties. Retention and data protection rights are explained in our privacy and cookies notice.