Montgomeryshire Wildlife Trust wants to exceed your expectations in everything we do. However, we know that there may be times when we do not meet our own high standards. When this happens, we want to hear about it, in order to deal with the situation as quickly as possible and put measures in place to stop it happening again.
We take complaints very seriously and we treat them as an opportunity to develop our approach. This is why we are always very grateful to hear from people who are willing to take the time to help us improve.
Our policy is:
- To provide a fair complaints policy that is clear and easy to use for anyone wishing to make a complaint.
- To publicise the existence of our complaints policy so that people know how to contact us to make a complaint.
- To make sure everyone in our organisation knows what to do if a complaint is received.
- To make sure all complaints are investigated fairly and in a timely way.
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
- To learn from complaints and feedback to help us to improve what we do.
Confidentiality
All complaint information will be handled sensitively, in line with relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with the Chair of the Board of Trustees.
How to make a complaint
Complaints, where possible, should be made in writing to:
Montgomeryshire Wildlife Trust, Park Lane House, High Street, Welshpool, Powys SY21 7JP
Or emailed to info@montwt.co.uk
Complaints must be submitted within 12 weeks of an incident occurring. MWT will respond within 4 weeks of the complaint being received and acknowledged.
How we deal with your complaint
- A member of the Senior Management Team (SMT) will investigate the complaint. The most appropriate member of the SMT will be chosen to investigate, dependent on the nature of the complaint. In the course of their investigation, they will gather information from staff, volunteers and, where necessary, further details from the complainant.
- The Senior Management Team, led by the CEO, will decide whether to uphold the complaint and will contact the complainant in writing within 4 weeks of the date the complaint was received. If the investigation is going to take longer than 4 weeks we will inform you in writing.
- If the complaint is upheld, the complainant will be informed of what action is being taken by MWT.
- If the complainant is not satisfied with the outcome of the complaint investigation, they may then write directly to the Chair of the Board of Trustees, at the Trust’s office address. He/she will then investigate the complaint and reply to the complainant in writing within 4 weeks of the date the complaint was received by the Chair.
- Information relating to the complaint and the subsequent investigation will be held for 24 months from the date the complaint is received. After this time the record will be deleted in compliance with our GDPR Policy.
Useful Contacts
Information Commissioner’s Office
For assistance with complaints regarding your data, please contact the Information Commissioner’s Office, whose remit covers the UK.
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF
Telephone: 0303 123 1113
Email: casework@ico.org.uk
Charity Commission
For assistance with complaints regarding fundraising, please contact the Charity Commission, whose remit cover the UK.
Charity Commission, PO Box 1227 Liverpool L69 3UG
0845 3000218
www.charity-commission.gov