Complaints Policy
Lawrence WESTON COMMUNITY FARM
Introduction
We strive to offer a fair, high quality service to all our customers, members, partners and other interested stakeholders. We welcome and value your feedback so we can improve the services we provide to you.
We take all forms of feedback seriously and use the information to monitor our performance and adapt our services to meet your needs We know, however, that things sometimes don’t go according to plan. In the unlikely event that you wish to make a complaint against Lawrence Weston Community Farm we will do what we can to address your concerns in a polite and prompt manner. The following procedure, is in place to guide us:
The Procedure
We want to try to sort your complaints out as soon as possible. If you have a problem please talk to a member of staff in the first instance. They may be able to sort things out straight away. If for whatever reason you feel uncomfortable taking to the member of staff directly then please ask to speak to a senior member of staff. They may be able to sort things out straight away.
If they cannot sort your problem out immediately, they will make a record of your complaint and follow the procedure set out below.
Note that you may be invited, at any stage, to attend a meeting to resolve the issue with all those involved. The meeting is to allow all parties involved to address the issue and move on positively.
Stage 1:
We will acknowledge your complaint within five working days of receiving it and let you know who will be dealing with it. This will usually be a senior member of staff. You should receive a full response within 15 working days. If we cannot provide a response within this time, we will write to you explaining the reasons for the delay and tell you when you can expect a reply.
Stage 2:
If you are not satisfied with the response you receive at Stage 1, you should contact us within one month of receiving the reply to your complaint. We will let you know, within five working days, that we have received your complaint, and we will ask the Farm Director to review. You should receive a response within 15 working days. If we cannot provide a response within this time, wewill write to you explaining the reasons for the delay and tell you when you can expect a reply.
Stage 3:
If you are still not satisfied, you can ask the Chair of our Board of Trustees to review your complaint. You should contact the Chair within a month of receiving our Stage 2 response. We will let you know within five working days that the Chair has received your complaint and we will send you a full response within 21 working days.
Independent Review:
Stage 3 is the final stage of our complaints procedure. If you are still not satisfied we will seek external, impartial advice from a mutually agreed source, eg ACAS.
Contact Us:
Lawrence Weston Community Farm
Saltmarsh Drive
Lawrence Weston
BS11 0NJ
0117 9381128
office@lwfarm.org.uk
Please note:
During all stages we advise the complainant to put their concerns in writing, this way we have an accurate and detailed account of what the complaint is relating to. It also helps us with the investigation of the complaint.
We endeavour to work with all our service users in a positive way to provide a happy, safe and trusting environment for all. We advise all individuals to bring any concerns to us as soon as they arise as they are easier to resolve in theearlier stages rather than the later.