Customer Charter

Purpose

  • Colston Hall is managed by Bristol Music Trust, a charity and non-profit making company limited by guarantee which has been established to promote music across Bristol and the South West through performance, participation and education.
  • Colston Hall is the key provider of large scale music events in Bristol and the South West.

Our Vision

  • To become a strong, confident, creative, and artistically vibrant musical brand, with a reputation for creative excellence and diversity.
  • For Bristol Music Trust to develop its own brand as a leader, supporter, and innovator in the musical life of Bristol and the South-West.
  • To support young people’s music making, taking a leadership role in all aspects of music education in the city and bringing our creative vision to the delivery of Bristol Plays Music, the Bristol Music Hub.
  • To ensure that Colston Hall is a welcoming, lively music-hub for the city.
  • To ensure that everything we do is accessible to all.

Standards and Levels of Service

Our premises will be clean and tidy with clear signage to help you find your way around the building.

Contacting the Box Office

In person at the counter

Monday to Saturday: 10am–6pm (8.30pm when there is an evening performance).

Sunday: open two hours before doors time when there is a performance.

By telephone

Monday to Saturday 10am–6pm on 0844 887 1500.

All other departments

  • They can be contacted in normal office hours.
  • Our staff will be courteous and helpful at all times. They will wear uniform and be easily recognisable.
  • We will ensure our staff are trained to provide excellent customer service. They will be knowledgeable about the events and the services we provide.
  • We will work to ensure that 90% of your ticket purchases and enquiries will be dealt with at the first point of contact wherever possible.
  • We will endeavour to serve you within 15 minutes. If there is a delay we will inform you and advise how long the waiting time is likely to be.

On the telephone

We will endeavour to answer all calls within 15 seconds during opening hours. If there is a delay we will advise you at once with an appropriate message and inform you of an alternative method to contact Colston Hall.

Writing to us

  • All letters will be answered within 15 working days. All emails will be answered within 15 working days.
  • Our reply will be in plain and clear language.

Using the internet

  • You can book tickets online on this website.
  • We will ensure our website is easy to navigate and user friendly. The information will be up to date and in plain and clear language.

All matters dealt with whether in person, by telephone, by post or email will be treated in a confidential manner in accordance with the Data Protection Act.

Seeing a Show

  • Our front of house staff will be easily recognisable and smartly dressed. They will be wearing a uniform.
  • Our staff will be courteous and helpful at all times.
  • We will ensure our staff are trained to provide excellent customer service. They will be knowledgeable about the events and the services we provide.
  • We will work to ensure that all enquiries are resolved at the first point of contact.
  • We will work to ensure that all our staff are flexible and are able to be deployed quickly and effectively as customer demand dictates.

Accessibility

  • We will work hard to ensure our building is as user friendly as possible to everyone who wants to use it.
  • The main levels of the auditorium are accessible via lifts or ramps. The Lantern is accessible via lifts.
  • Both bars and the box office have lowered accessible counters.
  • Wheelchair users who prefer may be accompanied by an assistant free of charge. Please mention this when booking.
  • Accessible toilet facilities are at stalls and balcony level.
  • Registered assistance dogs are admitted.
  • We have an infra-red hearing system in our auditorium. On arrival please contact a steward for loan of an infra-red necklet receiver to be used in conjunction with your hearing aid.
  • If you have any accessibility issues whilst at the hall, please contact a steward or any member of staff, who will assist you.

Facilities

Colston Hall bars

The bars will open at least 60 minutes prior to the start of the performance, often staying open throughout the evening. Interval orders may be taken on many of our performances.

Print

  • We will endeavour to keep all print up to date. We will make information available in large print, Braille, audio or in another language on request.
  • We will use plain and clear language in our publications and correspondence.
  • All print will be correct at the time of going to print.

Your Views and Making a Complaint

  • We will continually monitor our service standards and listen to our customers, making improvements where necessary.
  • We welcome your views. If you would like to comment on our services, whether good or bad, please use our comment forms, available from the box office, or email hello@colstonhall.org

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