Frequently Asked Questions

Online

• You can book tickets online via this website for Leeds Grand Theatre and City Varieties Music Hall performances*. For Hyde Park Picture House you can either follow the links from this site or visit www.hydeparkpicturehouse.co.uk directly.

Telephone

• You can contact us on 0113 243 0808, Monday-Saturday from 10am-8pm

• • Bookings for Leeds Grand Theatre or City Varieties Music Hall: 0113 243 0808
  • Access line (for customers who wish to make a booking for someone with access needs): 0113 205 3899
  • Hyde Park Picture House: 0113 275 2045 (currently closed for refurbishment)

• Should you need to contact us, please email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend. You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We also advise you to check your junk/spam/work/alternative emails

In person

• Our Box Office opening hours are listed below. We endeavour to adhere to these times but they are subject to last-minute changes. We do encourage customers to book online to reduce contact and keep everyone safe:

Week commencing 27 March 2023 

 Leeds Grand Theatre

• • Mon – Sat: 10am – 8pm
  • Sun: Closed

             City Varieties Music Hall

• • Mon: 11am – 8pm
  • Tue: Closed
  • Wed: 11am – 8.30pm
  • Thu: 11pm – 8pm
  • Fri: 11 – 8.30pm
  • Sat: 11 – 8pm
  • Sun: 6.30pm – 8pm

The simple answer is yes; discounts generally apply to groups of 10+ but vary dependent on show. To find out more and/or to make a reservation email Judith Baker at judith.baker@leedsheritagetheatres.com or call 0113 297 7040 Monday-Friday, 10am-5pm

Additional benefits*:

• Extended reservation periods with flexible payment terms
• Invitations to VIP events and show launches
• Quarterly groups newsletter
• Complimentary tickets and ice creams for bookers

*These do not apply to every show

Tickets for our venues can be posted (£1.20 charge), emailed, printed at home or collected from our Box Offices. Leeds Heritage Theatres encourages all patrons to request electronic versions of their tickets, which can be scanned upon entry, to be more considerate to the planet*

You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We also advise you to check your junk/spam/work/alternative emails

Leeds Grand Theatre

• Stalls seats are at ground level
• Dress Circle is at first level
• Upper Circle is at second level
• Balcony and Upper Balcony are at the top of the auditorium
• Slip seats are at the side of the Upper Balcony

*Lift access is available to all levels excluding Upper Balcony

City Varieties Music Hall

View the City Varieties seating plan

• Stalls seats are at the lowest level
• Dress Circle is at first level
• Upper Circle is at second level

*Lift access to all levels (City Varieties is built above a pub so lift or stairs are required to access all levels)

Hyde Park Picture House

• Stalls seats are at ground level
• Balcony is at first level

Secret Seats are the cheapest tickets for the shows you want to see at only £20.

The Secret? The precise location of your seats cannot be revealed at the time of booking. We’ll allocate you the best seat available 24-48 hours before the show and send you your new ticket.

For more information click here.

Best available seats are seats that Leeds Heritage Theatres consider to be the best seats at the time of booking, taking into consideration tickets already sold

Restricted View seats (RV) may have a pillar in front of them, be side facing or in the rear of a box

These seats are often sold at a discount because of their view and are sometimes only available directly from Box Office

The ‘i’ simply means information pertaining to that seat and could be anything from overhang to side view – it is used to help you make the best choice when booking. To read the message on your computer, hover over the ‘i’. If you are on your phone, press and hold the ‘i’ to read the information.

Should you require additional information, the answer may be available in our FAQs or you can call our Box Office on 0113 243 0808, Mon-Sat, 10am-6pm, or email boxoffice@leedsheritagetheatres.com.

Leeds Heritage Theatres offers the option to add refund protection to your bookings at Leeds Grand Theatre and City Varieties Music Hall

Provided by Booking Protect, this allows you to apply for a full refund should you, or anyone in your party, be unable to attend due to unforeseen circumstances including injury, illness, breakdown and adverse weather

The option to buy Booking Protect will automatically be offered at the time of booking online, in person and over the phone. For full details of what is covered please contact our Box Office or click here

Refunds made by Booking Protect will be issued via a Bank Transfer regardless of the original payment method

Booking Protect T&Cs

Both Leeds Grand Theatre and City Varieties Music Hall charge a per ticket booking fee

As receiving houses (the shows are brought into the theatre rather than being produced by us), Leeds Heritage Theatres only receives between 15 – 25% of the ticket price

The booking fee is a charge levied which comes directly to Leeds Heritage Theatres and helps to cover the huge costs involved in running and maintaining these historic venues. This includes, but is not limited to, utilities; insurance; IT; staffing; the infrastructure which enables customers to buy tickets e.g. the website and Box Office system; and the maintenance of both technical equipment and our heritage buildings

Live performance

• Any person aged 16 and under is classed as a child for live performance. Tickets are required for every child attending a performance
• We do not advise that children under 16 years attend our theatres without a responsible adult. Venue staff accept no responsibility for any unaccompanied children under 18 years
• Children under three will not be admitted unless the performance is specifically for young children – this will be clearly stated. We do not advise that children under four attend the Rock ‘n’ Roll pantomime at City Varieties Music Hall due to the length of the performance and sounds levels. However, if you do want to bring younger children, we recommend ear defenders, and you will be required to purchase a ticket for any child aged one upwards
• Some performances have age guidance (please see show information for details or call our Box Office). This will not prevent those under the age guidance being admitted but is to advise on content suitability
• We ask that any child causing a disturbance to audience members be taken to a quiet space outside of the auditorium until able to return. We’re afraid refunds will not be given

Screenings

• Any person aged 14 and under is classed as a child for film screenings. It is only applicable to titles with a U, PG and 12A certificate
• Sales for film screenings must observe the conditions of the British Board of Film Classification (BBFC) certificate for the film being shown. The Management has a legal obligation to refuse admission to any person, who in the opinion of the Duty Manager, is under the minimum age required for 15 or 18 Certificate films (including children in arms). Proof of age may be required in certain instances. For more information about certification please visit bbfc.co.uk
• We ask that any child causing a disturbance to audience members be taken to a quiet space outside of the auditorium until able to return. We’re afraid refunds will not be given

*Please note, we do not provide booster seats at our venues but you are welcome to bring your own, as long as you remember to take it with you in the unlikely event of an emergency.

Monetary refunds will only be offered if a performance is cancelled, abandoned before the end*, or rescheduled to an alternative date that is not convenient for you. If a performance is cancelled, we will make every effort to accommodate you at another performance of the same production, offer a credit note to be used later (within 12 months**) or offer a full refund excluding fees***

For live performances, we recommend purchasing ticket protection via Booking Protect as part of your booking. The option will be presented to you as part of the booking process and any claims can be made directly via their website

Please be aware that it can take your bank 10 days to process our request

*If you choose to leave of your own accord (for any reason), a refund will not be given

**Credit notes are issued for the full amount, inc booking fees

***We reserve the right to keep booking fees as stated in our Terms & Conditions. 

For your own piece of mind, Leeds Heritage Theatres strongly suggests you buy tickets direct from our venues (through our website or Box Office), but if purchasing from an agent, we highly recommend that they are reputable and do not sell tickets at inflated prices. Please note, your terms and conditions regarding refunds or exchanges are with the agent and not Leeds Heritage Theatres. We’re sorry, but we are unable to amend bookings made by agents

Simply follow the link below for more information and to join. What will you come to next?

Become a member

Give the gift of theatre. Leeds Heritage Theatres’ gift vouchers can be purchased for use at Leeds Grand Theatre and City Varieties Music Hall*. Expiry date one year.

Alternatively, if you’d like to give the gift of theatre to someone who does not live in Leeds or Yorkshire, we sell Theatre Tokens which are valid nationwide. These can be purchased in person or on the phone via our venues (when open), or online at Theatre Tokens (we receive a small commission)

Buy Leeds Heritage Theatres Gift Vouchers

*Opera North and Howard Assembly Room events not included.

Leeds Heritage Theatres is committed to providing the best possible customer experience, but we do acknowledge that sometimes things go wrong. If you find the need to make a complaint, we aim to;

• encourage dissatisfied customers to comment/speak to a member of staff immediately
• resolve the problem quickly and effectively
• learn from the situation and put measures in place to prevent it happening again

If you are unable to give us your feedback immediately, please contact us via the following methods:

• Email: feedback@leedsheritagetheatres.com
• Post:
  Feedback
  Leeds Grand Theatre
  46 New Briggate
  Leeds LS1 6NZ

Complaints process

• The details of the complaint are recorded and an acknowledgement of receipt will be sent to the customer
• The complaint will be investigated internally and a full response sent within 15 working days
• If an appeal is made against the initial complaint, the correspondence will be passed to a member of our Senior Management Team, who will review the complaint and respond directly to the customer within 15 working days
• In the unlikely event that we are unable to settle it internally by negotiation and you are not satisfied with our final response, you may attempt to settle it through Alternative Dispute Resolution and can contact The Society of Ticket Agents and Retailers (STAR). We are members of STAR and they provide a free and approved dispute resolution service for customers of STAR members.

  To register a dispute through STAR, you should visit https://www.star.org.uk/dispute-resolution/ and follow the steps there and complete the relevant form. If you would prefer to write to them, their address is: Society of Ticket Agents and Retailers Blake House 18 Blake Street York YO1 8QG

Yes, we do. For more information about our scheme and how to join, visit our Access Page.

We are working to make all Leeds Heritage Theatres’ venues as accessible as possible. Venue specific information, including toilet facilities and wheelchair access, can be found at:

• Leeds Grand Theatre
• City Varieties Music Hall
• Hyde Park Picture House
• Access

Online

• You can book tickets online via this website for Leeds Grand Theatre and City Varieties Music Hall performances*. For Hyde Park Picture House you can either follow the links from this site or visit www.hydeparkpicturehouse.co.uk directly.

Telephone

• You can contact us on 0113 243 0808, Monday-Saturday from 10am-8pm

• • Bookings for Leeds Grand Theatre or City Varieties Music Hall: 0113 243 0808
  • Access line (for customers who wish to make a booking for someone with access needs): 0113 205 3899
  • Hyde Park Picture House: 0113 275 2045 (currently closed for refurbishment)

• Should you need to contact us, please email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend. You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We also advise you to check your junk/spam/work/alternative emails

In person

• Our Box Office opening hours are listed below. We endeavour to adhere to these times but they are subject to last-minute changes. We do encourage customers to book online to reduce contact and keep everyone safe:

Week commencing 27 March 2023 

 Leeds Grand Theatre

• • Mon – Sat: 10am – 8pm
  • Sun: Closed

             City Varieties Music Hall

• • Mon: 11am – 8pm
  • Tue: Closed
  • Wed: 11am – 8.30pm
  • Thu: 11pm – 8pm
  • Fri: 11 – 8.30pm
  • Sat: 11 – 8pm
  • Sun: 6.30pm – 8pm

Leeds Grand Theatre

Stalls: Seat pad width: 48cm / Leg room: 80cm. All seats have arm-rests these can’t be removed

Dress Circle: Seat pad width: 44cm / Leg room: 63cm. All seats have arm-rests these can’t be removed

Upper Circle: Seat pad width: 42cm / Leg room: 68cm. All seats have arm-rests these can’t be removed

Balcony: Seat pad width: 43cm / Leg room: 71cm. All seats have arm-rests these can’t be removed

Upper Balcony: Seat pad width: 42cm / Leg room: 65cm. No arm rests

Boxes have free-standing chairs so may be more spacious

City Varieties Music Hall

Standard seats  (including Stalls/Circle/Upper Circle/Side Circle) are:
Width: 46cm between the arms
Seat pad width: 43cm
All seats have arm-rests these can’t be removed

Side Stalls seats are:
Width: 48cm between the arms
Seat pad width: 46cm

Boxes have free-standing chairs so may be more spacious

The location of our three venues and information about parking and getting here can be found on our Plan Your Visit pages

Yes, you can. Click on the links below to see inside The Grand and The Varieties – from Box Office to seating to backstage.

360-degree virtual tours were commissioned by Leeds 2023 as part of the Year of Culture.

360-degree virtual tour of Leeds Grand Theatre

360-degree virtual tour of City Varieties

Leeds Grand Theatre and City Varieties Music Hall

• Doors to the venues and bars open one hour before the performance start time – access to the auditorium is 30 minutes before the performance start time
• In the interests of customer safety, we do not allow access to our venues without a valid ticket; please arrange to meet members of your party outside if you need to collect tickets from them

*The time on your ticket is the time the performance or film starts.

We are working to make all Leeds Heritage Theatres’ venues as accessible as possible. Venue specific information, including toilet facilities and wheelchair access, can be found at:

• Leeds Grand Theatre
• City Varieties Music Hall
• Hyde Park Picture House
• Access

For additional security, bag checks will take place on entry. Please note that any alcohol will be removed and returned to you at the end of the performance

There are no cloakrooms onsite to store coats or excess luggage (including shopping or suitcases) – please bring minimal belongings with you. For the safety and comfort of all customers, bags larger than a handbag will not be permitted in the auditorium

There are no cloakrooms at The Grand or Varieties to store coats or excess luggage (including shopping or suitcases) – please bring minimal belongings with you. For the safety and comfort of all customers, bags larger than a handbag will not be permitted in the auditorium

For luggage storage options in Leeds city centre, go to Radical Storage

Toilets are available at all levels. Access toilets are available at all venues

Visit our Plan Your Visit pages for more information or go to Access

There are bars/kiosks in all our venues that open one hour before the performance and at the interval. We serve a good selection of draught and bottled beer, spirits, wine, soft drinks, tea and coffee, and snacks. Drinks can be taken into the auditorium to enjoy during the performance but must be decanted into plastic cups. We are only accepting contactless methods of payment – no cash

At The Grand we are offering an in-seat drinks service. On the day of the performance, you can order food and drink via this ordering website, and your refreshments will be brought to you before the show or during the interval. Online orders will close when the show begins – you will then need to use the bars. Please ensure you double-check where you are sitting in the auditorium when ordering so that our staff can find you as quickly as possible. QR codes taking you to this site are also in the venue. 

We kindly ask that all refreshments be purchased onsite; our management reserves the right to confiscate any drinks or snacks that have not been bought from one of our bars/kiosks

None of our three venues serve hot food but there is a wide selection of restaurants, cafes and bars nearby that serve hot and cold food throughout the day

Running late sometimes is inevitable (blame the traffic), but please know that we will do everything we can to get you into the performance as soon as possible – you may be asked to wait until a suitable break before taking your seats to avoid disturbing fellow audience members and artists. Breaks are decided by the production company not Leeds Heritage Theatres

Nobody wants the show to end. Where a running time is known in advance it will be visible on the show’s web page. The time will also be displayed in the foyer of our venues

No, is the simple answer, but we do ask when considering your wardrobe choices, that patrons are mindful of others if wearing hats or anything that might restrict others’ view!

Lost something? Don’t worry, we will do everything we can to help you find it. Please call:

• Leeds Grand Theatre’s stage door on 0113 245 6014
• City Varieties Music Hall on 0113 243 0808
• Hyde Park Picture House on 0113 275 2045 (The Picture House is currently closed for renovation)

We’re afraid not. As receiving houses, we do not manage the productions or acts that visit our venues so cannot request any personal ‘shout-outs’. The only production it is possible at is our very own Rock ‘n’ Roll Pantomime at The Varieties. To do this, please fill in a request form upon arrival at the venue and submit to our Front of House Team – our cast will do their very best to read out every request but cannot guarantee it, given the number we receive

Leeds Heritage Theatres is committed to providing the best possible customer experience, but we do acknowledge that sometimes things go wrong. If you find the need to make a complaint, we aim to;

• encourage dissatisfied customers to comment/speak to a member of staff immediately
• resolve the problem quickly and effectively
• learn from the situation and put measures in place to prevent it happening again

If you are unable to give us your feedback immediately, please contact us via the following methods:

• Email: feedback@leedsheritagetheatres.com
• Post:
  Feedback
  Leeds Grand Theatre
  46 New Briggate
  Leeds LS1 6NZ

Complaints process

• The details of the complaint are recorded and an acknowledgement of receipt will be sent to the customer
• The complaint will be investigated internally and a full response sent within 15 working days
• If an appeal is made against the initial complaint, the correspondence will be passed to a member of our Senior Management Team, who will review the complaint and respond directly to the customer within 15 working days
• In the unlikely event that we are unable to settle it internally by negotiation and you are not satisfied with our final response, you may attempt to settle it through Alternative Dispute Resolution and can contact The Society of Ticket Agents and Retailers (STAR). We are members of STAR and they provide a free and approved dispute resolution service for customers of STAR members.

  To register a dispute through STAR, you should visit https://www.star.org.uk/dispute-resolution/ and follow the steps there and complete the relevant form. If you would prefer to write to them, their address is: Society of Ticket Agents and Retailers Blake House 18 Blake Street York YO1 8QG

Customers will be contacted via email*, and depending on how short notice the cancellation is, a text may be sent, plus updates will be posted across our social media channels. If you are unsure you can:

• Log in to your online booking account and check your orders; any rescheduled performances will show here with new dates and tickets**
• Check the What’s On section for your show – all rescheduled performances are listed with their new dates

*You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We advise you to check your junk/spam/work/alternative emails. Should you need to contact us, please call Box Office on 0113 243 0808 or email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend.

Leeds Grand Theatre
We advise you to check your junk/spam/work/alternative emails before contacting us; tickets for rescheduled performances will come from donotreply@leedsheritagetheatres.com*

City Varieties Music Hall
Your original tickets are valid for the rescheduled performance – we will not be issuing new tickets*

You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. Should you need to contact us, please call Box Office on 0113 243 0808 or email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend

Please note, it can take up to 10 working days for your bank to process a refund

Should you need to get in touch, you can call 0113 243 0808, Mon-Sat, 10am-8pm, or email boxoffice@leedsheritagetheatres.com. Please note a response can take up to 10 working days

We reserve the right to keep booking fees as stated in our T&C

Don’t worry, if the credit/debit card that you made your original purchase has expired, please call Box Office on 0113 243 0808 or email boxoffice@leedsheritagetheatres.com with the best telephone number our team can contact you on and we will give you a call.

Whilst we can not enforce the below, we kindly ask that visitors do not attend our venues if:

• you’ve tested positive for COVID-19 or you are experiencing COVID-19 symptoms
• someone you live with has symptoms or tested positive

Monetary refunds will only be offered if a performance is cancelled, abandoned before the end*, or rescheduled to an alternative date that is not convenient for you. If a performance is cancelled, we will make every effort to accommodate you at another performance of the same production, offer a credit note to be used later (within 12 months**) or offer a full refund excluding fees***.

For live performances, we recommend purchasing ticket protection via Booking Protect as part of your booking. The option will be presented to you as part of the booking process and any claims can be made directly via their website

Please note, it can take up to 10 working days for your bank to process a refund

*If you choose to leave of your own accord (for any reason), a refund will not be given

**Credit notes are issued for the full amount, inc booking fees

***We reserve the right to keep booking fees as stated in our Terms & Conditions. 

Please keep your hands clean by washing them regularly or using our hand sanitiser stations which have been installed at the entrance, exit, and around our buildings

We are offering an in-seat refreshment service via the website and app Preoday for all shows at The Grand (not The Varieties). The app allows you to pre-order your drinks/snacks/programmes prior to your visit (on the day only), or whilst at the venue before the performance starts (a QR code displayed in the building will take you to the app). A member of staff will deliver them to your seat before the show or at the interval. We highly recommend you do this before the event – once the performance starts the app will close for orders and you will have to use our bars

We are only accepting contactless methods of payment – no cash

We recommend that you book online wherever possible – if you are not able to, you can contact us on 0113 243 0808, Monday-Saturday from 12noon-8pm. We do not advise visitors to book in person; booking online helps to minimise contact and keep everybody safe, and also guarantees you a seat

We are accepting contactless payment only at our bars and merchandise kiosks.

For questions related to our learning programme, visit our Take Part page

Complete our Take Part Online Booking Enquiry and a member of our Learning team will be in touch soon to discuss further

For more information about our Schools Partnership Programme go to: School Partnership Programme

You can download risk assessments for our workshops, tours and performances here

Please get in touch with our Learning team if you would like to conduct your own risk assessment at our venues prior to your visit

We are currently reviewing our work experience programme so may not be able to guarantee a placement. Keep checking for future opportunities

For more information about our work experience placements go to: Career Pathways , or complete our Work Experience Online Application and a member of our Learning team will be in touch

If you are interested in our Youth Theatre for young people aged 8-17 years, please complete our Youth Theatre Online Application and a member of our Learning team will be in touch soon

For more information go to: Youth Theatre

We are currently only running theatre tours for educational groups of under 30 people. Tours last 1hr and cost £100

If you have an educational group you wish to bring along please complete our booking enquiry form and a member of our Learning team will be in touch soon: Booking Enquiry

We are working to make all Leeds Heritage Theatres’ venues as accessible as possible. Venue specific information, including toilet facilities and wheelchair access, can be found at:

• Leeds Grand Theatre
• City Varieties Music Hall
• Hyde Park Picture House
• Access

For information about all our current job vacancies, visit our Join Our Team page

We are currently reviewing our work experience programme so may not be able to guarantee a placement. Keep checking for future opportunities

For more information about our work experience placements go to: Career Pathways , or complete our Work Experience Online Application and a member of our Learning team will be in touch

Leeds Heritage Theatres could not operate without the help of our enthusiastic and dedicated volunteers. For more information about volunteering, visit our Career Pathways page

Sadly, we do not have an in-house archive team (as much as we would like to) but our archive service is provided by West Yorkshire Archive Service, based in Morley. You can view their online catalogue here, which has over 920,900 entries and new material being added to it regularly, or contact them here.

If you can not find what you are looking for at West Yorkshire Archive Service or would like to speak to a member of our team about a specific subject, please do email us at info@leedsheritagetheatres.com with the subject header ‘Archive information’ and we will do our very best to accommodate your request. Please note, we cannot guarantee that we will have the time or resources to help you and strongly advocate self-research.

Due to a lack of resources and time, we are currently not able to accept archive material from the public. We suggest contacting West Yorkshire Archive Service if you have something in your possession worth sharing.

Yes, we regularly use: 

• Leodis by Leeds Libraries
• British Library 19^th Century Newspapers (you will need a Leeds Libraries Library Card number to access)
• British Library Digitised Manuscripts
• British Music Hall Society
• Victoria & Albert Museum
• National Portrait Gallery
• Wellcome Collection

 The Good Old Days specific

• TVDB
• BBC

For press related questions, visit our Press page

Leeds Heritage Theatres (a registered charity) supports community efforts and non-profit organisations by donating a limited number of ticket vouchers for a variety of fundraising and benefit events. It is our policy to only donate to non-profit organisations. Ticket donations are only considered for use at fundraisers. Before submitting a request, please note the following:

• The request must be presented on the official letterhead
• Include the company name, postal address, event name and date. Also, provide the name, phone number and email address of a contact person
• Provide a charity number where possible
• The request must be made at least four weeks in advance of the event
• Tickets will be distributed on a first-come, first-served basis
• Once a request has been received and reviewed, the contact person will be notified if the request has been granted
• If a request has been approved, a voucher for the collection of tickets will be issued
• Requests must be received in writing by mail or email

Vouchers are redeemable for tickets to selected productions during the current season. Tickets are subject to availability therefore to avoid disappointment we strongly recommend that the voucher be presented to Box Office at the relevant theatre in advance of the performance. Vouchers may not be used in exchange for a refund on previously purchased tickets or in combination with another other offer

The voucher is only valid for the date/s stated on the voucher and cannot be exchanged for an alternative date or performance. Lost or misplaced vouchers cannot be replaced; only original vouchers accepted (no photocopies), vouchers have no cash value

All donation requests are typically reviewed within two weeks. We appreciate your patience as we process and respond to each request. The organisation requesting the donation will be contacted by email or post regardless of whether or not the request is approved

All donation requests should be direct to charity@leedsheritagetheatres.com

Leeds Heritage Theatres is committed to providing the best possible customer experience, but we do acknowledge that sometimes things go wrong. If you find the need to make a complaint, we aim to;

• encourage dissatisfied customers to comment/speak to a member of staff immediately
• resolve the problem quickly and effectively
• learn from the situation and put measures in place to prevent it happening again

If you are unable to give us your feedback immediately, please contact us via the following methods:

• Email: feedback@leedsheritagetheatres.com
• Post:
  Feedback
  Leeds Grand Theatre
  46 New Briggate
  Leeds LS1 6NZ

Complaints process

• The details of the complaint are recorded and an acknowledgement of receipt will be sent to the customer
• The complaint will be investigated internally and a full response sent within 15 working days
• If an appeal is made against the initial complaint, the correspondence will be passed to a member of our Senior Management Team, who will review the complaint and respond directly to the customer within 15 working days
• In the unlikely event that we are unable to settle it internally by negotiation and you are not satisfied with our final response, you may attempt to settle it through Alternative Dispute Resolution and can contact The Society of Ticket Agents and Retailers (STAR). We are members of STAR and they provide a free and approved dispute resolution service for customers of STAR members.

  To register a dispute through STAR, you should visit https://www.star.org.uk/dispute-resolution/ and follow the steps there and complete the relevant form. If you would prefer to write to them, their address is: Society of Ticket Agents and Retailers Blake House 18 Blake Street York YO1 8QG