Railway Paths

Complaints Policy & Procedure


POLICY

Railway Paths Limited is committed to delivering excellent levels of service. We welcome feedback where our work can be improved or where expectations have not been met.

This policy is not drafted to deal with day to day issues regarding structures or land maintenance. If you would like to report a maintenance issue please contact estateoffice@railwaypaths.org.uk.

Most criticisms can be explained quickly by a member of staff dealing with the issue and our staff will welcome the opportunity to do this if at all possible. If this does not sort the problem out satisfactorily, the procedure set out below should be followed.

A complaint is defined as an expression of dissatisfaction or concern you may have about activity undertaken by Railway Paths Limited, or about actions or lack of actions by Railway Paths Limited or its staff. Railway Paths Limited works in partnership with a range of organisations and where appropriate we may refer your complaint to them as the organisation best placed to deal with the complaint.

In the event that a complaint is made, we will:

• take all complaints seriously and handle them in a considerate and appropriate manner
• address complaints promptly
• learn from complaints and take action to improve the way we work
• treat complaints in confidence

If Railway Paths Limited receives an anonymous complaint, an initial assessment will be carried out on the information supplied which may include limited discussion with any named staff. Based on the conclusion of the assessment, a full investigation may or may not be carried out, however, due to its anonymity it will be impossible to communicate with the author of the complaint.

If a complaint is made by phone, facts will be gathered using open questions. At the end of the call, it will be summarised to confirm that the details have been understood. If the member of staff is knowledgeable about the area of the complaint, they will then try to resolve the complaint immediately.

In any case we will take your contact details and acknowledge the complaint in writing within 14 days including a summary of your telephone conversation and confirmation that the complaint will be dealt with within 30 days.

PROCEDURE

If you are not satisfied with the response then the following process should be used.

First Stage: A written summary of any complaint should be sent to Railway Paths Limited at 2 Cathedral Square, College Green, Bristol, BS1 5DD marked for the attention of the Administration and Estates Officer or via email to estateoffice@railwaypaths.org.uk. The receipt of the complaint will be acknowledged within 10 working days and we will endeavour to fully respond within 20 working days. If the issue takes longer to address, we will advise you of the further time required to complete our investigations.

Second Stage: If you are not satisfied with the response and feel you need to pursue your complaint further, contact should be made within 10 working days of receiving the initial response and your correspondence will be referred to the Principal Officer. As above, your complaint will be acknowledged within 10 working days. Your complaint will be reviewed and responded to within 20 working days.

Final Stage: If you do not feel satisfied with the way that your complaint has been handled or the response you have received, please refer your complaint to the Charities Commission who will consider the complaint. They can be contacted at:

The Charity Commission
PO Box 1227
Liverpool
L69 3UG
0845 300 0218