We always try to deliver our work to a high standard and encourage and welcome feedback especially when something does not meet your expectations. We understand that complaints can act as valuable feedback and if taken on board and responded to positively will improve the experience of others when dealing with our charity.
If you have a complaint then in the first instance please contact one of the management team or regional officers by emailing firstname.lastname@example.org
When we receive your complaint, we will acknowledge it as soon as possible and try to respond as quickly as we can. In some circumstances, there may be a short delay, as many of our staff work part time and do not have access to their emails on their days off, or we may need to gain additional information which means we will not be able to reply immediately.
Once we reply, if you do not feel that the matter has been adequately addressed, then you can raise it with our Chief Executive for further consideration. He too will try to respond as soon as possible and explain the reason for any further delay.
Once the CEO has replied, if you still do not believe that the matter has been properly resolved then you can ask for it to be raised with our chair of trustees. They will review it and determine whether it has been sufficiently addressed or should be considered by the wider board of trustees. The outcome of either review will be notified to the complaint.
In keeping with our values, which include being transparent in what we do, a summary of complaints, including any remedial actions or learning points, is provided to trustees at each trustee meeting.
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