Complaints Procedure
To ensure prompt and proper handling of any enquiry of concern please follow the stages as shown below.
Stage One
Write to us, by post, to explain your complaint in full and give relevant dates, times and places. Please note that we cannot accept any complaints made anonymously or by telephone, fax or email.
Stage Two
We will record your complaint in our complaint file and acknowledge your letter, in writing, within fourteen days of it;s receipt.
Stage Three
If your complaint can be dealt with by our executive trustees, it will be considered and responded to within fourteen days of the date of our acknowledgement letter. Even though dealt with, the details of your complaint will be given to our trustees for their information.
If the complaint requires the consideration of our board of trustees, it will be included in the agenda of the trustee meeting that follows our receipt of your complaint letter. In this instance, we will respond within 14 days of the trustee meeting.
Stage Four
If we do not uphold your complaint we will write to tell you why.
If we do uphold it, we will write to tell you of any corrective measures we intend to adopt.
Stage Five
We will use our best endeavours to satisfy you but, if we fail to do so, you are invited to discuss the matter with your local police office.
Tel.01604 648700 : Fax.05600 754 429