Feedback and complaints

The Broadway is owned and operated by Lewisham Council and therefore follows the Council’s corporate feedback and complaints procedures.

How to provide feedback:

If you would like to share your thoughts on our work or services at Broadway (not a complaint), please follow the feedback process outlined on the Council’s website.

How to make a complaint:

The complaints procedure applies for any visit to Broadway (either in person or virtually), whether to watch a production, experience an exhibition, visit our bar, attend a tour or learning event.

It also applies to engaging with us online or by telephone through our website or our social media channels, any telephone contact with us, in relation to any fundraising activity by us or on our behalf, or any other issue you wish to bring to our attention.

Complaints procedure

Our complaints procedure has two stages.

Stage 1.

Before making a complaint using the link below, please make sure you have already contacted the theatre and asked them to put matters right. You can contact Broadway in the following ways:

1.      By email using: info@broadwaytheatre.org.uk

2.      By telephone using: 0208690002 (open between 12-4pm weekdays)

We will investigate your complaint and will aim to send you a response within 10 working days of acknowledgement. We will let you know what we can do to resolve your complaint.

Stage 2.

If you are unhappy with the response that you have received at stage 1, you can ask for your complaint to be reviewed. The Corporate Complaints Team or the Head of Community Education and Cultural Assets will aim to write to you with their decision within 20 working days of acknowledgement.

Not satisfied with our response?

If you disagree with our decision, or think we are taking too long, you can contact:

Local Government and Social Care Ombudsman

For individual complaints about councils, all adult social care providers (including care homes and home care agencies) and some other organisations providing local public services.

·       Investigates matters fairly and impartially and is free to use.

·       You usually have up to 12 months in which to contact the Ombudsman, starting from the date you first knew about the matter you complained about.

·       Website: www.lgo.org.uk

·       Telephone: 0300 061 0614

Fundraising Regulator

If you have an unresolved complaint about:

·       The way we have asked you or someone else for donations

·       How fundraisers have behaved

You can contact the Fundraising Regulator directly using their online form.

Find full details of the Council’s corporate complaints procedure and downloadable complaints policy.