Policies

Studio Voltaire has developed an ambitious programme that supports a diversity of contemporary art practice and encourages access and participation from a wide range of audiences. 

The core strands to our artistic programme are: 

• Studios and Residencies 
• Exhibitions
• Participation, Learning and Offsite

Studio Voltaire’s key artistic aims are to:  

• Support artists, offering significant opportunities for emerging and under-represented practices. We recognise that artists require time, care, and resources to create ambitious work on their own terms.
• Commit to being more inclusive, creating opportunities for wider access and engagement. We strive for fairer representation across the organisation and its work.
• Seek to challenge hierarchies between exhibition making, commissioning and education. We work for parity between our programmes, establishing an experimental working model which allows programmes to dovetail and coalesce.
• Be a porous organisation and ensure audiences and partners have agency to meaningfully engage with our spaces and programmes, whether as visitors, collaborators or participants.
• Be a site of production and an essential artist community and resource in South London. We offer a unique environment for risk-taking, experimentation, knowledge exchange and critical thinking for artists and audiences.

Studio Voltaire plays a unique role in the UK arts ecology by supporting diverse artistic talent to take risks and realise ambition. We work with artists at a pivotal stage in their career particularly with emerging and under-represented practices. Our commissioning supports the realisation of art works that might not be possible within commercial and larger institutional frameworks, commissioning artists to produce ambitious projects on their own terms. We contribute to the cultural landscape on a national level by programming touring exhibitions and offsite projects both nationally and internationally, reaching an audience of 250,000 annually.

Our support for artists is longitudinal. We are unique in our work with artists as a not for profit organisation in that we sometimes retain an on-going relationship with artists, exhibiting and working with them on multiple occasions and across different strands of our programme. Our support includes commissioning, exhibiting, publishing, professional development and advice, project development, production support, studio visits, residencies and peer networking. Key examples of artists we have worked with on multiple occasions include Monster Chetwynd, Alexandra Bircken, Joanne Tatham & Tom O’Sullivan and Bod Mellor.

Studio Voltaire recently completed a transformative £2.8 million capital project, to create more artists’ studios, renovated exhibition space and new public spaces, including a dedicated learning and events space, public garden, café and the first–ever permanent House of Voltaire.  This timely and transformative redevelopment was most ambitious transition in our 27–year history.  As a result, are able to significantly increase the amount of support we can offer artists through new and expanded programming, and greater resources. 

Our range of commissioning and artistic development continues to broaden, present and showcase a wider range of artistic voices. Our cultural offering to our local and international audiences will significantly transform with new programming and public spaces, as well as a more welcoming and porous building. Participatory, learning and offsite commissioning will support greater engagement from a diverse range of audiences including local residents, schools, community groups and health organisations. 

Studio Voltaire works in partnership with arts organisations nationally and internationally to commission, exhibit and tour work. We welcome proposals for collaboration from peer organisations and independent curators. 

Studio Voltaire is unable to accept unsolicited proposals from individual artists. 

Statement of Intent

Studio Voltaire is one of the UK’s leading independent arts organisations. Our pioneering public programmes of exhibitions, participation projects, live events and offsite commissions have gained an international reputation for excellence. We also provide a much–needed resource of affordable and accessible on–site studios, supporting the development of a diverse range of individual and collective practices, from recent graduates to internationally recognised practitioners. 

Our pioneering Participation Programmes commission a wide range of activities and projects working in collaboration with local and international artists, local schools, individuals and community groups. Working to redefine the role of arts and culture, our learning programmes connect communities and artists to generate responses to social and cultural issues, developing a closer relationship between the artist, the production of work and an active and engaged audience. 

House of Voltaire, our innovative art and design shop sells unique artworks, limited edition prints, homewares, fashion, ceramics, books and objects by leading contemporary artists and designers. Every purchase from House of Voltaire directly supports Studio Voltaire’s exhibition and education programmes. 

We are a registered charity, registration number: 1082221 

We understand that your personal information and privacy is important to you. We make every effort to ensure that the information you share with us is recorded accurately, retained securely and used only according to your wishes. We protect your personal information and adhere to all current data protection act legislation with respect to protecting privacy. We do not give out, sell or trade our mailing list data with external organisations. We comply with the Data Protection Act 1998, the Privacy and Electronic Communications Regulations (PECR) and the General Data Protection Regulations (GDPR) 2018. 

If you would like to know more about the General Data Protection Regulation (GDPR) (EU) 2016/679 and what this means for you, then click here.

The data we collect

If you apply to work at Studio Voltaire, we will use the information you supply to us to process your application and to monitor recruitment statistics. Where we want to disclose information to a third party, for example where we want to take up a reference or obtain a ‘disclosure’ from Disclosure Scotland or the Disclosure and Barring Service, we will not do so without informing you beforehand. 

Personal information about unsuccessful candidates will be held for 12 months after the recruitment exercise has been completed, after which it will be destroyed, unless you have asked us to destroy it earlier or allowed us to retain it for longer by written request. 

Studio Voltaire collects personal data that you may volunteer as part of booking tickets, making a purchase or visit, joining as a benefactor or via a donation form, e–newsletter sign–up or responding to a visitor survey. 

Personal information we collect may include: 

• Your full name and title, date of birth 
• Postal address, postcode, email address and phone number 
• Marketing preferences (Monthly Exhibitions Newsletter/ Forthcoming Edition/Merchandise/Press Announcements We will also collect and hold information about any contact you have with us as a ticket buyer, visitor, donor or supporter of Studio Voltaire, and may include details of: 
• Ticket purchases and attendance 
• Membership and donor status, including payment details where applicable 
• Retail purchases 
• Contact preferences 
• Gift information, including payment details where applicable 
• Gift Aid status 
• Details of correspondence sent to you, or received from you 
• Any other information provided by yourself at the request of Studio Voltaire to process a transaction 

When we ask you to provide your personal information we will let you know why we are asking, and how we will use your data, by directing you towards this notice. Depending on your relationship with Studio Voltaire and the preferences you have indicated, data we hold may be used to send you promotional, marketing, membership or fundraising information by post, telephone or electronic means. 

These types of communications can include: 

• Informing you of other products, services or events related to Studio Voltaire such as exhibitions, films, events or retail offers. 
• News and updates about Studio Voltaire and marketing or supporter e– newsletters. 
• Information on our fundraising operations, including occasional targeted requests to consider supporting us in various ways. 
• Other relevant communications based upon your relationship with Studio Voltaire. 

We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate. If you wish to exercise any of your rights, as listed below please write to us at info@studiovoltaire.org.

1. Access to your personal information 
2. Objection to processing of your personal information 
3. Objection to automated decision–making and profiling 
4. Restriction of processing of your personal information 
5. Your personal data portability 
6. Rectification of your personal information 
7. Erasure of your personal information

If you make a request relating to any of the rights listed above, we will consider each request in accordance with the General Data Protection Regulations. No administration fee will be charged for considering and/or complying with such a request and a response will be provided within 30 days. Upon successful verification of your identity you are entitled to obtain the following information about how your personal information is processed: 

1. The purposes of the collection, processing, use and storage of your personal data 
2. The source(s) of the personal information, if it was not obtained from you 
3. The categories of personal data stored about you 
4. The recipients or categories of recipients to whom your personal data has been or may be transmitted along with the location of those recipients 
5. The envisaged period of storage for your personal data 
6. The use of any automated decision–making and/or profiling. 

You can make the above request by emailing or by writing to: Data Protection Officer, Studio Voltaire, 1a Nelsons Row, London, SW4 7JR 

Security

The transmission of information via the Internet or email is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of data while you are transmitting it to our site; any such transmission is at your own risk. Once we have received your personal data, we will use strict procedures and security features to try to prevent unauthorised access. We will process, disclose or share your personal data only if required to do so by law or in the good faith belief that such action is necessary to comply with legal requirements or legal process served on us or the Website. 

CCTV

Studio Voltaire’s premises are protected by CCTV and you may be recorded when you visit. We use CCTV to help provide a safe and secure environment for visitors, for our staff, and to prevent or detect crime.

The system is managed in accordance with our standard operating procedures and with good practice guidance issued by the Information Commissioner’s Office. CCTV images will only be accessed by authorised security staff and are stored for up to 30 days, unless flagged for review.

Third parties

You might find links to third parties (e.g. external creative organisations and suppliers) on our Website. These websites should have their own privacy policies, which you should check. We do not accept any responsibility or liability for their policies whatsoever as we have no control over them. In cases when we use external websites provided by other organisations such as Twitter, YouTube or Facebook, then we would ask you to consult their privacy policies. 

Facebook and Instagram

Third party advertisers Facebook and Instagram to help us identify customers similar to our audience or to serve relevant adverts to you on third party websites. The information shared with these advertisers is pseudonymised to protect your personal data. 

Google Analytics

When someone visits www.studiovoltaire.org or www.houseofvoltaire.org, we use Google Analytics to collect statistical data and details of visitor patterns which tell us which parts of our website visitors use most often. None of this information uses, or requires the use, of personal information and is processed in a way that does not identify individuals. We do not make any attempts to find out the identities of individuals visiting our website. 

Mailing List

We use a third party provider MailChimp to deliver our newsletter. We use MailChimp software to help gather statistics on opening rates and clicks on links which help us monitor and improve our communications. Individuals can unsubscribe at any time from newsletters by clicking the unsubscribe link on each e–newsletter. You can view MailChimp’s privacy notice here. 

Vimeo

We use a third party provider Vimeo to share our video content. We use Vimeo to help gather statistics on opening rates and clicks on links which help us monitor and improve our communications. You can view Vimeo’s privacy notice here. 

Soundcloud

We use a third party provider Soundcloud to share our audio content. We use Soundcloud to help gather statistics on opening rates and clicks on links which help us monitor and improve our communications. You can view Soundcloud’s privacy notice here. 

Online ticketing

The information you provide when booking tickets online will be used primarily to protect your purchases and attendance at events and also keep you informed about future activities. Please note if you book online for cinema tickets your data is processed by Eventbrite which has its own privacy policy. 

Surveys

Responses to questions collated by The Audience Agency are all anonymous. If you choose to share your email address and sign-up to the Gallery’s e-newsletters, the personal data you provide in this transaction is stored with our secure online mailing partner, Mailchimp (see above).

Applying for a job

The personal data you provide in order to apply for a job is stored in a restricted access filing system and used for the purposes of shortlisting and interviewing. The information will be deleted six months after the deadline for that job. The legal basis for this is to fulfil a contract.

You have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data has been processed in a way that does not comply with data protection. You can do so by calling the ICO helpline on 0303 123 1113 or via their website

Click here to read Studio Voltaire's Data Protection Policy.

The following policy, introduced in May 2021, sets out Studio Voltaire’s approach to accepting donations.

The purpose of the Donations Policy is to enable Studio Voltaire to maximise its income from fundraising to achieve its charitable aims, while at all times acting ethically and with due diligence.

Studio Voltaire is a registered charity (Registered Charity No: 1082221) and part of Arts Council England’s National Portfolio.

The core aims and objectives of the organisation are:

• To promote the creation of contemporary art
• To support the presentation of contemporary art practice
• To widen access to contemporary art
• To harness the visual arts as a vehicle for further education and learning

Studio Voltaire receives public funding from Arts Council England which equates to just under 10% of its annual income.

All of Studio Voltaire’s programmes, as well as remaining overheads, are fundraised for in their entirety through a range of sources including:

• Donations and the patronage of individuals
• Sponsorship
• Funding from charitable trusts and foundations

As a charity, Studio Voltaire has a duty to be transparent and accountable, to use both the public and private funds it receives wisely, and to deliver its charitable aims for the benefit of the public.

Studio Voltaire’s Board of Trustees has legal responsibility for the charity’s management and administration and is responsible for determining Studio Voltaire’s policy and approach regarding fundraising and donor relations. Trustees should be aware of key policies on accepting donations and when necessary, will play a role in the decision–making process where issues of high risk are identified.

In all cases, donations will be considered in line with our statutory obligations and charitable aims with particular reference to Charity Commission guidance, including the Charity Commission’s Due Diligence toolkit, SORP (FRS102).

Donations and the patronage of individuals
For donations over £10,000, all donors will be subject to an initial screening.

The initial screening comprises a search of publicly available material, designed to highlight potential areas of controversy or concern. This will usually involve a combination of news searches on Google (or a similar web search engine), and a registry check (with Companies House data). The initial screening will be conducted by the Development team.

If any areas of concern are found, the findings of the initial screening will be shared with the Director, who will refer to The Board of Trustees (see Referrals to the Board of Trustees).

Wherever practical this process will take place before a donation is secured.

Studio Voltaire will make every possible effort to find the source of cash donations that reach it anonymously.

Sponsorship
Studio Voltaire actively seeks partnerships with external organisations to achieve shared objectives. However, Studio Voltaire always maintains its independence and will end partnerships where Studio Voltaire is brought into disrepute or is at risk of being brought into disrepute. 
Partnerships with external organisations do not express or imply Studio Voltaire’s endorsement of the external organisation, its activities or its policies.

Appropriate partnerships and revenue will be accepted for any projects that support Studio Voltaire’s priorities. Businesses in sectors that have attracted negative press attention, or a business involved in a highly–publicised trial, may be examined for suitability.

For all sponsorship over £10,000 an initial screening (as above) will take place. Standard checks will be made in relation to the company’s sector, its corporate register and listed company details in country of origin and of its parent or associated companies, if relevant, and more generally in relation to its regulatory jurisdiction.

If any areas of concern are found, the findings of the initial screening will be shared with the Director, who will refer to The Board of Trustees (see Referrals to the Board of Trustees).

Funding from charitable trusts and foundations
Donations and grants of any size from charitable foundations registered with the appropriate regulatory authorities, will not normally be subject to review.

For the United Kingdom: This means charities regulated and scrutinised by the Charity Commission for England and Wales, the Office of the Scottish Charity Regulator, and the Charity Commission for Northern Ireland.

For the United States of America: This means tax–exempt, non–profit corporations or associations recognised under section 501(c) regulated and scrutinised by the Internal Revenue Service (IRS) and the relevant state Attorney General.

For Europe: In the absence of any equivalent regulatory framework covering Europe, the European Foundation Centre (EFC) has openly published its principles of good practice to which all affiliated organisations have to adhere.

However, in exceptional circumstances, a registered charitable foundation may be subject to an initial screening (as above).

If any areas of concern are found, the findings of the initial screening will be shared with the Director, who will refer to The Board of Trustees (see Referrals to the Board of Trustees).

Referrals To The Board Of Trustees
Where deemed necessary, as laid out above, the Director will consult with at least two board members before taking decisions on accepting funding.

The confidential advice and opinions of individuals who have knowledge of the specific funders and/or context in which they operate, commercially or personally, may also be sought.

If deemed necessary, the Director and board members may decide to take a secondary review by the full Board of Trustees.

The Board of Trustees will act and rely on the material put before it but may require further research to be conducted before it takes a decision. Professional search firms and international due diligence providers may be used if deemed appropriate by the Board of Trustees.

Minutes will be kept of the discussions and key points, together with the research material, reports and supporting documents. These will be stored electronically on Studio Voltaire’s server, in accordance with the organisation’s Data Protection Policy.

The Board of Trustees retain overall responsibility for decisions regarding the acceptance and refusal of donations.

Accepting Sponsors and Donations
Studio Voltaire may not accept funds in circumstances when:

• The donation is made totally anonymously, through an intermediary who is not prepared to identify the donor to anyone at Studio Voltaire
• The donor has acted, or is believed to have acted, illegally in the acquisition of funds, for example when funds are tainted through being the proceeds of criminal conduct
• When acceptance of the funds would, in the judgment of the Board of Trustees, significantly damage the effective operation of Studio Voltaire in delivering its mission
• and/or whether because such acceptance would:
• Harm Studio Voltaire’s relationship with other donors, partners, audiences or stakeholders
• Create unacceptable conflicts of interest
• Materially damage the reputation of Studio Voltaire
• Detrimentally affect the ability of Studio Voltaire to fulfil its mission in any other way than is mentioned above

Private donations present different risks to other sources of revenue and must be managed appropriately with consideration that donors may have motives other than philanthropy. Risks include:

• Legal risk: if the donor has generated the funds through underlying illegal activity, accepting a donation could breach legislation such as the Proceeds of Crime Act 2002, which could expose the organisation to legal or regulatory challenge
• Financial risk: if the donor cannot honour the donation in full or in part and the organisation is heavily reliant on the anticipated donation funding key strategic expenditure
• Reputational risk: if accepting the donation creates an association with an individual or entity which is perceived to be inappropriate or unethical by other stakeholders. This would include the perception of the public, employees and other significant donors
• Dependency risk: if accepting the donation gives the donor an undue level of influence over a charity and its trustees

When considering a partnership, Studio Voltaire will retain the right to decline a sponsorship or donation if:

• The actions of the donor are damaging to the institution, its reputation or its beneficiaries
• The reputation or activities of the donor risks discouraging other donors
• Acceptance might give the impression that the donor expects the institution or anyone associated with it to perform some function or activity improperly, or to confer upon them some form of advantage (for example, influencing a tendering process)
• The cost of servicing the sponsorship or donation is greater than its value, or unreasonable in terms of its size or impact on the work of the institution
• The offer of support is tied to a particular project or activity which reflecting the institution’s objectives, is nevertheless impractical
• There is suspicion of money laundering

Approved by Studio Voltaire’s Board of Trustees: May 2023

Next review date: July 2024.

Studio Voltaire Limited Terms and Conditions of Contract

I confirm acceptance of the below Terms and Conditions and in particular, I consent to the use of personal data in condition 6 below.

Introduction

These terms and conditions (‘Terms and Conditions’) apply to the sale to you by Studio Voltaire Limited (‘Studio Voltaire’) of any limited edition print or any other piece of artwork or product (the “Artwork”) by any artist (the ‘Artist’) either at Studio Voltaire’s premises or through trading as House of Voltaire nationally, internationally or through its websites.

Orders and Prices

2.1 In respect of an order made through Studio Voltaire’s website, the maximum order quantity for any one item is five. Select the number of items you wish to buy, then click on checkout and enter your personal details onto the form.

Your order will then be sent to Studio Voltaire by e-mail. You can also order by telephone on +44 (0) 207 622 1294 or at sales@studiovoltaire.org

2.2 Artwork prices are subject to change. Prices of editions increase in price as they sell out.

2.3 Once your order has been delivered. You have the right to a 14 day cooling off period to cancel your order. All made to order products are non-refundable and exempt from the cooling off period.

Delivery

3.1 Delivery of the Artwork shall be made by you collecting the Artwork from the London premises of House of Voltaire at the time of purchase or at any other date and time so agreed.

3.2 Studio Voltaire cannot be held responsible for the storage of items that the customer has failed to collect after a period of six months.

3.3 If you purchase the Artwork through the internet, delivery will be made by Studio Voltaire delivering the goods to the address specified in your order.

3.4 Delivery will be made through Crossflight Global Express Courier, Royal Mail for UK orders and Fedex for International courier services for non-UK orders. All delivery charges will be payable by you. Please allow up to 21 days for delivery.

3.5 Delivery to you will be deemed to have occurred once the packaged, stamped and addressed Artwork is placed with the Courier service, or such other carrier as we may use.

3.6 Where you request for delivery other than in accordance with condition 3.1, Studio Voltaire shall be under no obligation under section 32 (2) of the Sale of Goods Act 1979.

Title and Risk

Title and risk in the Artwork shall pass to you when Studio Voltaire has received the payment price for the Artwork in full, in cash or in cleared funds, whether or not delivery has been made. Upon such payment, you will be responsible for the Artwork, the risk of damage to or loss of the Artwork will pass to you and you shall be responsible for insuring the same.

Ownership of Copyright

5.1 The Artist has worked with Studio Voltaire and produced the Artwork as a special commission. The Artwork was produced with the intention that it will be sold exclusively through Studio Voltaire and its channels. The Artist and Studio Voltaire have agreed that the Artwork may not be resold and accordingly, you agree that you will not do so.

5.2 In addition, but without prejudice to your undertakings set out at condition 5.1 above, you may not sell or offer to sell the Artwork on any internet-based site of any description.

5.3 In accordance with the Copyright, Designs and Patents Act 1988, copyright in the Artwork shall remain the property of the Artist at all times.

5.4 You may not produce any image of the Artwork and may not, at any time, publish or submit for publication or reproduction of any image of the Artwork to any third party, including any internet website, for any purpose.

5.5 If you breach any of your obligations set out under condition 5.3 you agree that the payment of damages alone may not be a sufficient remedy to compensate Studio Voltaire or the Artist for any such breach. We and/or the Artist may carry out all or any of the following actions:

5.6 Apply to the Court seeking an Order to prevent you from continuing to breach your obligations under these Terms and Conditions/

5.7 Apply to the Court seeking an Order that the Artwork or any item or items produced in breach of these Terms and Conditions shall be delivered up to us carriage paid;

5.8 Apply to the Court seeking an Order to require that any items produced in breach of these Terms and Conditions shall be destroyed; or

5.9 Apply to the Court seeking an Order to require that any offer for sale or image of the Artwork placed by you (whether directly or indirectly) on any internet website is removed.

5.10 The list set out above is not exhaustive and you will indemnify us in respect of the cost of any steps taken pursuant to condition 5.5 as a result of your breach of these Terms and Conditions.

Data protection

6.1 By signing these Terms and Conditions, you confirm that you are aware of and consent to the use by Studio Voltaire of any personal data within the meaning of the Data Protection Act 1998 and that Studio Voltaire may create and maintain computer and paper records, collect, hold, control, use and transmit personally identifiable information obtained from you in the course of the purchase of the Artwork.

6.2 By agreeing to these Terms and Conditions you consent that such personal data may be used for promotions connected with Studio Voltaire.

6.3 You consent to Studio Voltaire revealing personal data to the Artist should you breach these Terms and Conditions.

Liability of Studio Voltaire

7.1 Except in respect of death or personal injury caused by Studio Voltaire’s negligence, Studio Voltaire shall not be liable to you by reason of any representation (unless fraudulent), or any implied warranty, condition or other term, or any duty at common law, for any loss of profit or any indirect special or consequential loss, damage, costs, expenses or other claims (whether caused by the negligence of Studio Voltaire, its employees, agents, sub-contractors or otherwise) which arise out of or in connection with the sale of the Artwork or its use by you and the entire liability of Studio Voltaire under or in connection with the sale of the Artwork to you shall not exceed the total sum paid under the invoice for the Artwork.

7.2 Studio Voltaire does not accept any liability for damage to the Artwork caused by your own negligence or fault, in particular, but not restricted to, in the maintenance of the Artwork.

Rights of Third Parties

No third party shall have any rights under the Contracts (Rights of Third Parties) Act 1999 in connection with these Terms and Conditions other than in respect of condition 5 above, which confers a benefit on the Artist and is intended to be enforceable by the Artist.

Cancellation rights

You have 14 calendar days to cancel your order under the Consumer Contracts Regulations. The cooling-off period starts the day you receive your order. Sale items, customised and made-to-order goods are non-refundable. Delivery costs are non-refundable and undertaken by the customer.

Waiver

No failure or delay by Studio Voltaire in exercising any right, power or privilege shall impair the same or operate as a waiver of the same, nor shall any single or partial exercise of any right, power or privilege preclude any further exercise of the same or the exercise of any other right power or privilege. The rights and remedies provided in these Terms and Conditions are cumulative and not exclusive of any rights and remedies provided by law.

Severance

If any provision of these Terms and Conditions is prohibited by law or judged by a court to be unlawful, void or unenforceable, the provision shall, to the extent required, be severed from these Terms and Conditions and rendered ineffective as far as possible without modifying the remaining provisions of these Terms and Conditions, and shall not in any way affect any other circumstances of or the validity or enforcement of these Terms and Conditions.

Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with English law and the parties irrevocably submit to the non-exclusive jurisdiction of the English courts.

Nothing contained in these Terms and Conditions affects your statutory rights.

Studio Voltaire values all visitor feedback and takes complaints seriously. We are committed to providing a high quality visitor experience which meets our audiences’ needs and expectations.  In order to ensure our services remain at a high and improving standard, we have a procedure through which you can notify us of any comments, concerns or dissatisfaction. 

At all times we aim to:

Deal with complaints fairly, efficiently and effectively;

Ensure that all complaints are handled in a consistent manner;

Increase visitor satisfaction; and 

Use complaints constructively in the planning and improvement in all aspects of our work. 

All complaints will be handled in accordance with data protection legislation.

Positive Feedback

Please do let us know if you are happy with your visit to Studio Voltaire or your experience of our work.  We always value positive feedback and like to pass this on to our staff.

What is a complaint?

A complaint is when you let us know you are unhappy with any aspect of your visit, a service you have received or the conduct of a member of staff. A complaint may be made by contacting us using the ways listed below.

Informal Complaints Procedure

Many complaints can be resolved informally.  If you are dissatisfied about any aspect of your visit or your contact with us, please ask to speak to the General Manager or Duty Manager. 

Often, we will be able to give you a response straight away. When the matter is more complicated, we will give you an initial response within 5 working days. If the response to your informal complaint is not satisfactory or do not wish for an informal solution, you may wish to pursue a formal complaint.

Making a Formal Complaint

If you are not satisfied with the response you have received or wish to raise the matter formally, you may make the formal complaint as follows:

In person with our General Manager or Duty Manager 

By telephone by calling +(0)207 622 1294

By email at info@studiovoltaire.org

In writing, by letter addressed to:

The General Manager (Visitor Feedback)
Studio Voltaire
1a Nelsons Row
London
SW4 7JR

If a complaint being made in person or by telephone is deemed as abusive, you may be asked to put the complaint in writing. 

All written complaints will be logged and monitored. You will receive a written acknowledgement within 5 working days. 

Our aim is to investigate your complaint fully and to reply within 10 working days, setting out how the issue will be resolved. In some circumstances, the complaint may take longer to resolve. If this is the case, we will keep you informed.

Stage 1: In the first instance, your concerns will be raised with the team providing the service. They will review the complaint and try to put things right. 

Stage 2: If we have been unable to resolve your complaint at Stage 1, your complaint will be referred to the relevant Head of Department or the most appropriate senior member of staff.

Stage 3: If you are still unhappy with the way the complaint has been dealt with, you may wish to contact our Managing Director at the address above. 

Complaint Investigation

All logged complaints will be investigated in a timely and confidential manner.  Whenever possible, we will take action to resolve the issue and take steps to avoid a repeat occurrence.

At all times, we will treat you with understanding and respect.  We ask that you do the same for our staff. 

We will keep your complaint confidential as far as possible.  Any information about the complaint will usually only be shared with those best placed to resolve it.  However, there may be occasions when we cannot provide absolute confidentiality.  This may, for example, arise in circumstances where a child or vulnerable adult may be at risk of harm.  In these circumstances, our safeguarding procedures will take precedence over the complaints procedure. Any relevant information will be shared with individuals responsible for the safety and welfare of our visitors and staff.

We are unable to respond to anonymous complaints or matters for which we are not directly responsible.   We also request that complaints are made in a timely manner to allow a thorough investigation. 

We are not bound to respond to complaints which are deemed repetitive, e.g. repeated complaints of a similar nature from the same individual or group of individuals, which we believe have been answered fully previously.  We are not bound to respond to complaints which are believed to be vexatious or frivolous, e.g. which are not a genuine endeavour to seek redress but aimed at disrupting our business or harassing our staff. 

External Complaints

If your concern relates to fundraising and we are unable to resolve it to your satisfaction, you can refer it to the Fundraising Regulator. Or if your complaint is related to another area of our work and you do not feel satisfied with our response, you can contact The Charity Commission.