Complaints
Complaints procedure
First draft written and approved in 2023
This version approved by Board of Trustees on 29 April 2025
Next Update Due: April 2027
The Bethlem Gallery team aims to do the best that we can to run a public programme and support artists to participate in this programme, in line with our charity articles and mission. We aim to do this in an equitable way. This means that not all artists will have the same amount of contact with the Gallery team at any one time. We are a small team and aim to use our resources in the way that most greatly benefits the communities we work with.
For the artists we work with we can where possible:
- Offer 1:1 artist surgery slots (for advice, where resources allow)
- Offer places at our events on a first come, first served basis
- Offer studio time (booked in advance, where resources allow)
- Put artwork up for sale in our annual art fair
For visitors and other stakeholders we can:
Offer a public programme and other projects that open up conversations about art practice and mental health.
For more about our remit and what we do, please see our website:
Making a complaint
If somebody would like to make a complaint about the gallery or contact with our staff they should use the following guidance.
Informal feedback
If you are unhappy about any of Bethlem Gallery’s service, please speak to the relevant staff member or Director.
If you are unhappy with an individual sometimes it is best to tell them directly. If you feel this is difficult or inappropriate then speak to the Director or board of Trustees, via info@bethlemgallery.com or email the board directly at neil.springham@nhs.net. Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within 10 working days.
Formal complaint
Making a complaint will have no bearing on the level of service that somebody receives from us.
There are certain circumstances that our complaints process will not handle – this is explained further down.
What somebody can complain about:
- We have not treated somebody politely, we have discriminated against them or not treated them equitably.
What somebody cannot complain about:
- Our published policies. If they have any comments about our policies, please contact us
- Any fraud that somebody believes has taken place. They should report this to the police or the Charity Commission
- Any interaction with us which is outside of our remit as outlined above.
If somebody is not happy with the service they have received, contact us. This should be done as soon as possible after the incident that has resulted in their complaint. Please contact us on:
Or write to:
Bethlem Royal Hospital
Monks Orchard Road,
Beckenham, Kent, BR3 3BX
Email: info@bethlemgallery.com
Please do not log a complaint via social media or private messaging on social media.
When making a complaint, the facts should be set out as clearly as possible, in a logical order. Remember to include important details and dates where possible. We can explain how we will process a complaint.
If somebody needs any help, they can contact their local Citizens Advice Bureau. To find a local bureau, please contact 03000 231231 or visit their website: bit.ly/18BTYI2.
We will keep all complaints confidential unless we have a duty of care to discuss with somebody outside of the Gallery team and board. If a complaint is made, we will treat it with respect, and we expect our staff to be treated in the same way. If possible, we will try to put things right. We hope that we can settle complaints as quickly as possible in this way.
Timeline for responding to complaints:
- Within 10 working days of receiving a complaint, we will write or phone somebody to confirm receipt.
- We will also tell them how they can contact the person who is dealing with their complaint and when they can expect a reply.
- They will receive a final response to their complaint within 15 working days. If we cannot give a full response in this time, we will tell them why and when they are likely to receive it.
Personal information
If somebody uses our complaints procedure, they are agreeing that we can use any personal information they send us for purposes connected with their complaint. We may also give their personal information to other people and organisations if we have to do so by law, because of a duty of care, or if they have given us permission.
Equal opportunities
We are committed to equal opportunities and take complaints about discrimination seriously. We may use complaints about discrimination to review our policies and procedures. This is to make sure we treat everyone equitably. We will keep all information confidential.
Accessibility
Please contact us to discuss any specific communications needs you may have.