Complaints procedure

While we pride ourselves on being an open, inclusive and fair organisation, we know that things may go wrong from time to time, or that decisions may need further clarification. Please get in touch with us at any stage if you are not happy about something.

We aim to respond to all complaints in a fair, efficient and effective way. We welcome feedback to help us improve in all aspects of our work. We are committed to high standards in everything that we do and will work with you to ensure that happens.

How do I make a complaint?

We aim to deal with complaints as soon as possible. Many complaints can be resolved informally. In the first instance, please speak to the member of staff with whom you have had contact, or ask to speak to the relevant manager. They will try to resolve the problem for you.

How to contact us

For any issues related to National Orchestra for All, please contact NOFA Programme Manager, Jenny Forbes, via email at jenny.forbes@orchestrasforall.org or by telephone on 020 7267 4141.

For any issues regarding the Modulo Programme, please contact the Orchestras for All team via email at info@orchestrasforall.org or by telephone on 020 7267 4141.

For any issues about our marketing materials, website or social media channels, please contact Content and Communications Manager, Helena Asprou, via email at helena.asprou@orchestrasforall.org or by telephone on 020 7267 4141.

For any issues related to our fundraising methods, or if you want us to stop writing to you, please contact Head of Fundraising, Isabelle Acred, via email at isabelle.acred@orchestrasforall.org or by telephone on 020 7267 4141.

For anything else, please contact us at:

Alternatively, you can write to us at:

Orchestras for All
Cecil Sharp House
2 Regent’s Park Road
London NW1 7AY

Please include your name, address, email address and contact telephone number so that we can get back to you swiftly.

After a complaint has been made

We will acknowledge all complaints within five working days, and aim to respond fully within 10 working days.

If it is not possible to provide a full response within that time (due to circumstances beyond our control), we will let you know and explain why further time is needed. If an action needs to stop immediately while we investigate a complaint, we will make sure that happens.

What if I am not satisfied with the response?

If you are not satisfied with the response you receive, you can request that the complaint is escalated to Orchestra for All’s Executive Director, Nick Thorne, by email at nick.thorne@orchestrasforall.org or by telephone on 020 7267 4141. Nick will investigate and provide a response within 10 working days. 

Taking your complaint beyond Orchestras for All

We are confident that we can resolve any complaint you may have and are happy to work with you to find a resolution. If you remain dissatisfied with the response you have received, OFA works with a number of regulatory bodies that can provide you with further help and advice.

Regulatory bodies will expect you to have contacted us in the first instance and given us a chance to resolve your complaint, but if we have not done that adequately please get in touch with the following:

The Regulator offers a Fundraising Preference Service. If you do not want to hear from us via postal mailings please contact us and let us know. We will remove you from our mailing list immediately. Alternatively, you can ask the Fundraising Regulator to block mailings; they will then let us know.

Monitoring and reporting

Thank you for taking the time to help us to improve. We will keep this policy under review and monitor any complaints, with reports provided regularly to our Board of Trustees.

Safeguarding at Orchestras for All

OFA has comprehensive procedures for the safeguarding of young people and vulnerable adults. Our Safeguarding Policy is updated annually and published on our website.





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