Decisions and complaints

We welcome comments or constructive criticism about our service.

Anyone who has a concern or complaint about any aspect of our service is encouraged to raise this in the first instance informally with the Trust Manager or, if that is not possible, with a Trustee.

If the matter is not resolved informally, the complaint should be set out in writing and addressed to the Chair. The Chair will acknowledge the letter, normally within 10 working days of receiving it.

The Chair will investigate the complaint, and will aim to produce a decision, which is final, within 28 working days of receiving the letter. He/she will notify the person or organisation who complained and the reason for the decision.

All written complaints received, together with a copy of the response to the person or organisation who complained, will be notified to the Board of Trustees.

Complaints, both formal and informal, will be monitored, and information from this will be fed in to the planning process as appropriate.