The Trust has developed policies for Complaints, Conflict of Interest and Risk Management.
If you have a complaint about the Trust we want to hear about it and we will do our best to put it right.
Our Customer Complaints Procedure has the following goals:
– To deal with complaints fairly, efficiently and effectively;
– To ensure that all complaints are handled in a consistent manner throughout;
– To increase customer satisfaction;
– To use complaints constructively in the planning and improvement of all services.
Who can complain?
Anyone who is:
– A member of the Trust
;
– Caring for someone who has a complaint;
How to complain
The Trust for Devizes would like to sort out any complaint as soon as possible.
Many complaints can be resolved informally. In the first instance contact the Trust’s Secretary
who will try to sort the matter out.
If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.
Write down your complaint and send it to:
Philippa Morgan, Secretary
c/o Wiltshire Museum, Long Street, Devizes, SN10 1NS
or by email:
or by phone: 07801 971591
What Happens Next?
You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.
You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.
Does this always happen?
In all cases, a complaint will be given full and fair consideration.
If a criminal offence is alleged, then the police will be informed.
Can you have someone with you when your complaint is discussed?
Yes, you can.
Can you take your complaint elsewhere?
Yes. You can contact the Charity Commission. Information is available on line
https://www.gov.uk/complain-about-charity