If you're reading this page, the chances are you want to complain about something we’ve done. We’re sorry that you’re unhappy, and we promise to approach your concern with even-handedness, respect and integrity.
If you haven't yet told us about your complaint, then the best way to do it is by email. Email gets to us quickly, but you also have the time and space to set out exactly what you want to say. You can email us at firstname.lastname@example.org.
What is a “complaint?”
A “complaint” is any communication which asks us to change something we have published. The most common form of complaint is a request for an alteration to a published review.
We will treat your communication as a complaint if either
- we think that it is, or
- you tell us that it is.
If your complaint isn’t contentious
We may decide that your complaint is “non-contentious”. We’ll usually decide this if
- your complaint relates to facts (not opinions), and
- we have no reason to dispute your statement of the facts.
For example, if you let us know we have mis-spelled an actor’s name, then that is a non-contentious complaint.
If your complaint is non-contentious, we will correct our mistake and apologise to you. We will normally also add a footnote to the page explaining what we have changed and why.
If your complaint is contentious
If we decide that your complaint is “contentious”, we will handle it as follows. Our full complaints process consists of three stages.
During Stage One, we will work with you to clarify the details of your complaint. After we have done that, our editor Richard Stamp will discuss your complaint with the relevant reviewer.
If Richard was the reviewer, he will still handle your complaint at Stage One. We do this because experience has shown it is possible to resolve many complaints this way. But if you are unhappy with it, you can request an immediate escalation to Stage Two.
After considering your complaint, Richard will tell you how we intend to resolve it. If you accept our proposed resolution, we will make any agreed changes and this will conclude our handling of your complaint.
If you do not accept our proposed resolution, we may continue to discuss the matter in an attempt to reach a satisfactory conclusion. If either we or you feel this will not be possible, we will proceed to Stage Two.
We will end Stage One and proceed to Stage Two if either
- we choose to, or
- we have provided you with at least one response during Stage One and you subsequently ask us to proceed to Stage Two.
Stage Two is managed by our Supervising Editor, Craig Thomson.
Craig will have access to emails or other communications exchanged during Stage One. We will ask you if you wish to make any additional comments to Craig, and Richard may also make additional comments to Craig.
Craig will consider these materials, and may ask any questions he chooses to. Once he considers he has the information he requires, he will make a written adjudication. This adjudication is the final response of Fringe Guru.
If you accept Craig’s adjudication, we will make any agreed changes and this will conclude our handling of your complaint. If you do not accept Craig’s adjudication, we will proceed to Stage Three.
We will proceed to Stage Three only if both
- Craig has made a written adjudication as part of Stage Two, and
- you indicate to us that you wish to proceed to Stage Three.
Stage Three is review by an external arbiter. At the moment, our external arbiter is Pete Shaw, the publisher of Broadway Baby.
The external arbiter may conduct an inquiry and reach a conclusion in any manner of his or her choosing. Having obtained the information he or she needs, he or she will make a written adjudication stating what, if any, actions we should take. This adjudication is binding on us and is the final outcome of this complaints process.
If we make a change as a result of your complaint
If we make a change as a result of your complaint, we will apologise to you.
We will normally also publish a public apology. The form of the apology will depend on the nature and severity of your complaint. If we are able to resolve your complaint during Stage One, the details of the apology will be part of what we agree. If we need to proceed to Stage Two or Stage Three, the details of the apology will form part of the adjudication.
If we have increased the star rating of a review, we will publicise it as though it was a new review.
If we feel our error was reasonably avoidable, we will review our procedures and internal training to try to stop it happening again.