The Cheltenham Trust – complaints procedure

 

The Cheltenham Trust is committed to delivering excellent customer contact and engagement to its customers and visitors. To ensure we continue to provide high quality service, we welcome feedback.
Should you wish to raise an issue with us you can do so by contacting customer.contact@cheltenhamtrust.org.uk

Please include the nature of your issue or complaint, any relevant dates and times, and your full contact details, and we will respond, initially, within five working days. If the matter requires further investigation we will respond within 14 working days.

All written complaints will be logged. The aim is to investigate your complaint properly and to reply to you within 14 working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be provided informing you of the action taken to date or being considered.
Our complaints procedure is as follows:

Step One: Contact our customer contact and engagement manager at customer.contact@cheltenhamtrust.org.uk or by phone 01242 528764 with your contact details and an outline of the issue you would like to raise. Please provide as much information as possible to enable us to investigate and provide a response.

Step Two: Should you not be satisfied with the response and outcome, your issue will be passed to the head of department who will carry out a review and provide a response.

Step Three: Should you not be satisfied with this further response and outcome, your issue will be referred to the CEO.

Step Four: Should you not be satisfied with this further response and outcome, your issue will be referred to the trust’s Governance Committee for review and report to the Trust Board. This is the final stage in the escalation process and the outcome is final.

We also appreciate being able to pass positive feedback to our teams and to give recognition to those where it is due. If you would like to give us feedback, ideas and suggestions, please do contact us via customer.contact@cheltenhamtrust.org.uk