Complaints Policy

Policy aims

The policy is to ensure that:

• We deal with complaints fairly, efficiently and effectively.
• Anyone with a complaint is listened to and treated with courtesy, empathy and fairness.
• Those with complaints are kept informed of the progress and outcome of investigations into their complaint.
• We offer apologies where appropriate.
• Action to rectify the cause of the complaint is identified, implemented and evaluated.
• We learn from complaints so that we can continually improve our service and increase the satisfaction with Dorset CPRE.

Complaints process

Making a complaint

CPRE is committed to providing our supporters with the best possible service but we recognise that sometimes things go wrong. We’re always happy to receive comments, feedback and suggestions for improvement. Please get in touch with us in any of the following ways:

By email

info@dorset-cpre.org.uk

By post

Dorset CPRE
PO Box 9018
Dorchester
DT1 9GY

By phone

Office hours  – Telephone: 0333 577 0360

We aim to acknowledge your complaint within five working days and send a formal response within 20 working days. Our team work part time and, if they are away, this may take longer. If for any reason we’re unable to respond to your complaint in the given timelines, we’ll keep you informed as to the reasons why and we’ll give you an updated timeline for response.

Your personal information

If you use our complaints procedure, you’re agreeing that we can use any personal information you send us for the purposes connected with your complaint. We’ll only give your personal information to third parties if required to do so in relation to your complaint.

If you’re not happy with the outcome of your complaint, you can contact the Charity Commission (0300 066 9197 or www.charitycommission.gov.uk) for advice.