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

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 is more complicated 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.