ODEON CONCERNS POLICY
Policy Objective
ODEON is committed to continuous improvement and delivering an excellent level of service to all our guests.
ODEON is committed to being responsive to the feedback and concerns of our guests and we aim to resolve your concerns as quickly as possible.
This policy is designed to give guidance and structure to our guests and for all team members who receive, investigate, or respond to complaints. We are committed to being consistent, fair, and impartial when handling your concerns.
The objective of this policy is to ensure:
You are aware of our complaints processes and timeframes.
Both you as our guest and our teams have a framework to refer to when discussing concerns.
Your concerns are investigated impartially with a balanced view of all information.
Your concerns are considered on their merits taking in to account any individual circumstances.
Definition of a Concern
In this policy a concern or complaint is an expression of dissatisfaction by a guest relating to a product or service provided by ODEON.
How to raise a concern
If you find that a product or service we offer does not meet your expectations, you should in the first instance attempt to speak with the staff members most directly available to you.
In cinema this would be the cinema team on duty. If using our website/app this would be the Guest Services Team through our “contact us” feature.
If you are uncomfortable in doing so or consider the most directly available staff member is unable to address your concerns, you can raise a concern in any of the following ways:
- Accessing our webchat service on www.odeon.co.uk
- By writing to us at “FREEPOST, ODEON GUEST SERVICES”
- By emailing us at gs@odeon.co.uk
- In person by speaking to any of our cinema team members.
- Completing a “contact us” form on www.odeon.co.uk
- By Telephone, on 0333 006 7777
The information we will need
When we are investigating your concerns, we rely on the information you provide alongside any information already in our system, as well as team member accounts. We may need to contact you to clarify details or request additional information where necessary. To help us investigate and respond to your concerns quickly and efficiently we may ask for the following information:
- Your name and contact details
- The name of any team members you have been speaking with or channels contacted
- The nature of your concerns
- Details of bookings references, seating, technical specification of devices used or any other relevant information
- Copies of documentation that support your concerns
Recording Complaints
When taking details of your concerns we will record the information you provide us with. This information is needed to allow us to resolve your concern and is not shared with a third party except for in specific scenarios, and with your consent.
These can be, but are not limited to;
- Where your concern involves a third party such as parking enforcement or a third-party contractor who require details to resolve your concerns.
- Where you have previously contacted a third party regarding your concerns, and we need to liaise with them to ensure a full response.
Feedback to guests
ODEON is committed to resolving any concern at the first point of contact; however, this will not always be possible. Where our cinema or guest services teams have not been able to respond to and resolve your concerns, a more formal process will be followed.
We will acknowledge receipt of your concerns within 3 days. Once your concerns have been received, we will undertake an initial review of your concerns.
There may be elements of your concerns during our initial review that we need to clarify, or we may need to ask for further information. In those situations, we will always let you know why we are asking for additional information or clarification.
From the first point of contact we aim to resolve your concern within 28 days of receiving your contact or from the point of receiving any additional information we ask for.
Once your concerns have been resolved we will confirm a full account of our actions and response in writing unless it has been previously agreed that we do so verbally.
You have the right to make enquiries about the status of your concerns at any time by contacting us, though we aim to provide updates throughout the process.
Our Concerns Process
Our concerns process:
- We Acknowledge. Once we receive your contact, we will acknowledge your concerns within 3 days.
- We Review. One of our advisors will review your concerns and ask for any further information we need, determine if your concern needs to be passed to a specialist department or if your concerns require immediate escalation.
- We Investigate. Our advisors will use the information we have from your concerns to find out exactly what went wrong and how.
- We Respond. Our advisors will notify you of the outcome of the investigation as well as the steps taken to resolve your concerns.
- We Act. Where we believe action is necessary, we will, where appropriate, advise you of the action(s) taken or to be taken.
- We Record. We record the details of your concern for future review as part of our commitment to continuous improvement. All concerns are recorded in line with applicable data protection laws.
Concerns about one of our team
Where your concerns are directly about a specific ODEON colleague, we will treat your concerns confidentially and impartially. Your concerns will be investigated thoroughly in line with our HR obligations and policies.
We may need to inform the team member of the concerns about their conduct but would not divulge any of your personal details.
All concerns directly about a team member will be handled by a separate escalations team.
Complaints under investigation by law enforcement or regulatory body
Where your concerns are about an incident or incidents currently under investigation by a law enforcement agency or regulatory body, we will not be able to comment or take further action until after that investigation has concluded.
We will look to assist any law enforcement or regulatory investigation.
Our Escalation Process
Although we always aim for resolution to your concerns at first point of contact, on occasion escalation is necessary either at your request or ours. On those occasions our Guest Relations team act as escalation point for concerns.
Your concern can be escalated in the following ways:
- At your request following the initial response to your concern from our team, should your issue not be resolved.
- At the discretion of our first line team should the issue require specialist knowledge or attention.
The following methods of contact begin at an escalated level:
- Contact directed to our executive team, at UK and group level
- Pre-legal contact
- Fraud
- If your concerns are directly about a team member
Our Guest Relations Team is the highest point of escalation for guest concerns, however if you remain unhappy with the response you can ask for a different member of the team to review the case for you.
Final Responses
Although rare, it is possible that we are unable to meet your expectations and despite our best efforts no further headway is made in resolving your concerns.
On these occasions we will always make sure it is clear when our response is a final response. In these instances, our responses to any email on the matter will only be to refer you to our final response.
We will provide any regulatory or arbitration information upon request.
Gestures of Goodwill
In response to your concerns, it may be that we offer a gesture of goodwill. Any offer of goodwill made during the resolution of your concern is in no way an admission of liability or fault on the part of ODEON. Any offer of goodwill is unique to your concern, not applicable to subsequent or prior concerns you may have.
Data Protection Complaints
If you have any questions or want to raise a complaint about how we handle or store your personal information, you can contact our Data Protection Officer by using the details below:
Ireland email: dpo@odeoncinemas.ie
The contact address is Data Protection Officer, ODEON, Blanchardstown Shopping Centre, Blanchardstown, Dublin 15, Republic of Ireland.
Alternatively, you can raise a complaint via completing a “contact us” form on www.odeoncinemas.ie and marking your complaint for the ‘attention of the DPO’.
We aim to respond to Data Protection related complaints without undue delay and within 30 calendar days of receipt.
Please see our privacy policy, which is available here, for more information on how we process personal data.