Compliments and Complaints Policy and Procedure Introduction We are always happy to accept compliments and good wishes from those we work with and from members of the general public. However, we recognise that from time to time there may also be the occasion where our work does not always meet expectations. In these situations, we are committed to dealing effectively and efficiently with any concerns or complaints you may have. Getting in touch with us If you are not happy with an aspect of our work you can contact our Communications Department in the following ways, by Writing to us at: 33-35 Cathedral Road, Cardiff, CF11 9HB Emailing: to [email protected] Phoning: 02920 256767 Completing our online form “Contact Us” Using our social media channels e.g. Facebook and Twitter Likewise, you can contact us as above to share your satisfaction and support of our work. Dealing with a complaint Upon receiving a complaint, we will deal with the matter as quickly as possible, our aim being to acknowledge and respond in writing to your complaint within 10 working days. If you are not satisfied with our response in the first instance, you may refer back to Keep Wales Tidy, requesting that we review the matter. A review will be conducted by a member of the Senior Management Team who will further investigate the matter and inform you of the outcome. Should you still be unhappy with our response, you can pursue the matter with our Board of Trustees. Ultimately should you still remain dissatisfied with our response following these 2 referrals, you may escalate the matter to the Charity Commission or if the complaint is in relation to fundraising the Fundraising Regulator (you need to do this within 2 months of our response to you). Further details on the process can be found by visiting www.charitycommission.gov.uk. or www.fundraisingregulator.org.uk. Records of complaints We will keep a record of complaints to be reviewed by external parties as required. The record will include details of the complaint, the date it was received, details of our investigation and a copy of all communication regarding the issue. The records will be retained for a minimum of 24 months from the date the complaint was made except where data protection law requires that the information be put beyond use earlier than this. Putting things right Where we got things wrong or our services have fallen below the expected standard, we will aim to put things right as soon as possible. Confidentiality Except in exceptional circumstances, every attempt will be made to ensure that both you and Keep Wales Tidy maintain confidentiality. However, the circumstances giving rise to your complaint may be such that it may not be possible to do so; with each complaint judged on its own merit. Should this be the case, we will inform you accordingly.