Last Updated: 17 October 2025

This Complaints Policy explains how Out There Entertainments (“we”, “us”, “our”, “OTE”) handles concerns raised by clients, entertainers or users of the Out There Entertainments platform (“Website”, “Platform”). OTE aims to create a safe, professional and reliable environment for everyone using our services. By using the Website, making a booking or becoming a member, you agree to this Complaints Policy.

1. What This Policy Covers

This Policy covers complaints relating to entertainer behaviour, client behaviour, performance issues, communication problems, booking concerns, safety issues, misinformation on entertainer profiles, misuse of the platform, inappropriate conduct online or at events and breaches of OTE policies or agreements. This Policy does not cover refund disputes. Refunds are always the responsibility of the entertainer.

2. Who Can Make a Complaint

Complaints may be submitted by clients who have booked an entertainer, entertainers who have concerns about client behaviour or safety, members of the public who witness misconduct linked to an OTE booking and OTE staff who identify serious policy breaches.

3. How to Submit a Complaint

Complaints must be submitted directly to OTE via email or through the contact form on our Website. You should include your full name, booking reference (if relevant), the name of the entertainer or client involved, details of the incident, event date and location, screenshots or evidence if available and your preferred method of contact. Complaints must be submitted within 48 hours of the incident wherever possible.

4. What Happens After a Complaint is Submitted

Once a complaint is received, OTE will acknowledge it within a reasonable timeframe. We may request additional information if needed. OTE will review booking details, communication records and any supplied evidence. We may contact the entertainer or client involved to obtain their account of events. OTE may also review the entertainer’s profile, history on the platform, performance notes (if supplied) and any previous complaints.

5. OTE’s Role in Complaints

OTE is a booking facilitator, not a legal representative or event organiser. We cannot guarantee refunds or compensation and do not enforce financial settlements. Entertainers and clients must resolve refund-related matters between themselves. OTE’s role is to ensure platform safety, fairness and professionalism. We may step in where behaviour breaches our policies, membership rules or safety standards.

6. Possible Outcomes of a Complaint

Depending on the severity of the complaint, possible outcomes include guidance or warnings to the entertainer or client, a request for improved conduct or communication, temporary suspension from the platform, removal from the platform, deactivation of entertainer profiles, forwarding information to appropriate authorities if legally required and requiring additional verification before further bookings are allowed. OTE reserves the right to remove an entertainer or client from the platform without refund if behaviour is found to breach our policies.

7. Behaviour & Safety Expectations

Entertainers and clients are expected to act respectfully at all times. This includes no abusive behaviour, no discrimination, no harassment, no intimidation, no unsafe actions, no property damage, no excessive intoxication and no behaviour that risks safety or damages OTE’s reputation. If a complaint involves behaviour that puts others at risk, OTE may take immediate action without waiting for further evidence.

8. Evidence & Confidentiality

OTE may request screenshots, messages, photos or statements to support an investigation. All complaints and investigations are handled confidentially. Information is shared only when necessary with the parties involved, OTE staff or authorities if legally required.

9. Complaints Not Covered by OTE

OTE cannot investigate complaints about event delays caused by weather or travel, venue issues, differences in performance style or taste, technical failures, dissatisfaction based on subjective expectations, schedule changes agreed privately between entertainer and client, personality conflicts not involving misconduct and payment disputes for off-platform arrangements not recorded or communicated through OTE.

10. False or Malicious Complaints

Submitting false, fraudulent or malicious complaints may result in removal from the platform. Entertainers or clients who knowingly provide misleading information during a complaint investigation may also be removed.

11. Emergency Situations

If a complaint involves violence, threats, illegal activity or immediate safety concerns, users should contact emergency services first. Once safe, they may report the incident to OTE for internal action.

12. Contact Information

To submit a complaint or request information about an ongoing case, contact:
📧 info@outthereentertainments.co.uk

📱 07983 517 569

13. Acceptance of This Policy

By using the Website, booking an entertainer or joining as an entertainer, you confirm that you have read, understood and agreed to this Complaints Policy.