Complaints

Introduction

The Trust aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the Trust.

If you are not happy with THE TRUST please tell us.

Procedure

If you are unhappy about any aspect of the Trust’s service, please raise your concerns with one of our volunteers or one of the trustees.

If you are unhappy with an individual in the Trust sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to one of the trustees.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within seven days.

Making a Written Complaint

If you are not satisfied with our response or wish to raise the matter more formally. Please write to the Chair of Trustees, Charles SCOTT, Chase Manor Farm, Lickfold Road, Fernhurst GU27 3JA.

All written complaints will be logged. You will receive a written acknowledgement within five days.

Our aim is to investigate your complaint properly and give you a reply within 30 days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair of Trustees who will report the matter to the next meeting of the Trustees, which will decide on any further steps to resolve the situation. The Chair of Trustees will then inform you in writing of the meeting’s decision.

Finally, please also let us know if you are happy with The Trust’s services.