Complaints &
Dispute Resolution
A confidential, expert-led procedure designed to protect professional relationships at the Greater Manchester Fringe.
Navigating Disputes
Artists and performing companies are the lifeblood of the festival. However, in any professional environment, disputes can arise. This procedure addresses the unique challenges of the fringe landscape, prioritising confidentiality and mediation over conflict.
The framework covers inter-company issues and venue disagreements, ensuring that financial, technical, and safety concerns are handled with expertise and sensitivity.
Common Dispute Categories
The framework covers a range of professional disagreements and conflicts between participants.
- Disputes over Payments and Settlements.
- Failure to Provide Technical Support or Equipment.
- Marketing and Promotional Disagreements.
- Unsafe Venue Conditions (Backstage or Performance Space).
- Inter-company Unprofessional Conduct.
The Resolution Pathway (Staged Approach)
The procedure follows a clear, staged approach, escalating involvement only when necessary, with mediation reserved as the final attempt at internal resolution.
Step 1: Informal Resolution
The first step is always Direct Resolution between the parties involved (e.g., artist and venue manager). Most minor issues are solved quickly here without Festival involvement.
Step 2: Log Issue with the Fringe
If direct talks fail, the issue must be formally logged with the Festival via the confidential email: complaints@greatermanchesterfringe.co.uk.
Step 3: Internal Investigation
Fringe staff will conduct an internal investigation where possible, gathering facts either during the Festival or after it concludes, and communicating a formal outcome.
Step 4: Final Attempt – Mediation
If the outcome of the investigation (Step 3) is not satisfactory to all parties, a trained, impartial mediator may be brought in as a last internal resort to assist in finding a solution.
Step 5: Seek Legal Advice (Resolution Failed)
If resolution is not provided after all preceding steps, the internal Festival procedure is complete. Parties will then need to seek legal advice at their own expense.
Considerations Following Investigation
When a formal complaint (made at Step 2 and investigated at Step 3) is substantiated, the Festival takes specific actions based on severity. The system is designed to identify patterns of behaviour and protect the community. It is important to note that the findings may not always favour the complainant.
Escalation Severity Levels
- Formal Log Recorded (Lowest Severity)
- Internal Fringe Investigation Initiated
- Registration Suspension (High Severity)
- Programme Removal (Critical Severity)
