Complaints Procedure

Tortworth Forest Centre CIC aims to provide its participants, volunteers, customers and staff with the best possible experience.  However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided falls short of what they could reasonably expect.

Your continued goodwill is greatly valued by us and we would expect to resolve any day to day difficulties or complaints informally and as quickly as possible.  In the first instance we would expect you to raise any complaint directly with the member of staff concerned.

The formal procedure outlined below is intended for use by users of our services, where informal communication has not resolved the problem.

This is what you should do:

The complaint should be made either by letter or email to the Managing Director who will acknowledge, in writing within ten working days, the receipt of any complaint.  If the complaint is about the Managing Director the complaint should be addressed to the Board of Directors (marked ‘confidential’).  At this, and any subsequent stage, the complainant may be accompanied or supported by a friend, but not a legal representative.

This is what Tortworth Forest Centre CIC will do:

The Board of Directors Complaints Lead, Kathryn Neri-Steele,  will investigate the circumstances leading to the complaint and will communicate the results of the investigation to the complainant within a reasonable time – normally within 20 working days of the complaint being received.  If the complaint is found to be justified, the Board of Directors Complaints Lead will agree to any necessary further action with the complainant.

The complainant will have the right – if dissatisfied with the results of the enquiry – to put their case, in writing, to an appeal panel of two other members of the Board of Directors.

If the appeal is found to be justified, the appeal panel will agree to any necessary further action with the complainant.  The decision of the appeal panel is final and no further appeal is possible.

The Chief Officer (or Chair) will keep the Board of Directors informed of the number and nature of complaints, and the outcomes.  S/he will report to the Board on this at least annually.

If you have a complaint, contact:

Managing Director: 

Amy Walsh

2 Green Close, Uley GL11 5TH

amyw@tortwortharboretum.org

Board of Directors Complaints Lead: 

Kathryn Neri-Steele

Kathrynamelia@gmail.com