The Environment Centre is committed to providing its customers with a quality service and aims to do so courteously and efficiently. For this reason, we welcome comments and feedback, whether positive or negative. Every comment is an opportunity to respond to the express needs of customers – it gives feedback on whether we are providing services the community values and it helps us improve these services.
We take complaints seriously. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. But we do want to learn from our mistakes. What you tell us helps us to look at how we do things and helps us to improve our service.
We aim to sort out complaints quickly and fairly and we will try to sort out any mistake or misunderstanding straight away. Sometimes it may take a little longer, but we will tell you how long it will take.
What we learn from complaints
We keep records of all the complaints we receive and monitor them regularly. This helps us to: identify areas of service where we need to make changes and improvements; and make sure we are dealing with complaints effectively and consistently.
But please note that this procedure is solely for complaints about the service a client has received at the Environment Centre – and not for any other type of complaint.
I am dissatisfied, what do I do?
Misunderstandings can often be sorted out on an informal basis. Don’t be afraid to contact the Chief Executive or his deputy who might be able to iron out the problem straight away.
But if you feel the problem needs to be looked at and put on an official footing, you can follow our complaints procedure and either send a letter detailing the complaint to our Chief Executive or complete the complaints form at the bottom of this page.
If you are not a client, ask the Chief Executive or his deputy to explain the Third Party complaints procedure to you.
Making a formal complaint
There are several ways to make a complaint. You can put the information in a letter or complete a complaints form and send it to our office. Complaints can be addressed to the Chief Executive. You can tell us on the phone or face-to-face that you want us to investigate your complaint.
Your complaint will be investigated by the Chief Executive, or by the Board of Trustees if you are complaining about the Chief Executive. If it is upheld, you will get a full apology and, where appropriate, be given details of any action that the Environment Centre is taking to put things right. If you are not satisfied with the outcome, you can ask for a further review.
We will acknowledge your complaint in two working days and investigate the complaint and reply within 20 working days thereafter. However, if the issue is complicated, any delay will be explained and you will be kept informed of progress.
Reviewing your complaint
If you are not satisfied with the reply from the Chief Executive, then you will be given the opportunity to relay your complaint to the Board of Trustees who will address the issue at the next available Board meeting. The Board will consider all the information available and reach a decision within 7 working days of the meeting. They will notify you and the Chief Executive their decision in writing. The Board’s decision is final.