INTRODUCTION

We are committed to ensuring everyone has a great experience working with, or visiting, Dudley Canal & Tunnel Trust.  We believe that through effective management and investigation of compliments and complaints we can identify learning to achieve excellence and continuous improvement.

The following principles underpin our approach to handling compliments and complaints.

• We recognise that compliments and complaints are an important part of feedback.
• The procedure is fair, easy and as transparent as possible.
• The procedure is accessible to all regardless of age, disability, gender, ethnicity, belief or sexual orientation.
• Concerns and complaints are dealt with efficiently, appropriately and are investigated within the agreed time frame.
• Complainants are treated with respect and courtesy and receive appropriate support throughout the handling of the complaint.
• Complainants receive a timely and appropriate response, identifying the outcome of any investigation.
• Action is taken where necessary in the light of the outcome of the complaint. This might include an explanation or an apology and if relevant and appropriate, information on any action taken.
• Learning from complaints will be used to improve our work and drive forward a culture of continuous improvement.
• It is very important that every effort is made to ensure anyone making a complaint understands the outcome of their complaint.

If you have positive comments about our work or how we have helped you, please email info@dctt.org.uk so we can understand what went well or, who impressed you.

 MAKING A COMPLAINT

• To make an initial complaint, please speak to or email the individual(s) concerned or their line manager and we will endeavour to satisfy your complaint and let you know of any remedial action that is to be taken.
• If you don’t know who to contact or do not wish to contact the individual involved, please email info@dctt.org.uk
• All complaints will be acknowledged by the member of staff to whom you communicated your complaint within three working days from the date it is received.
• In order for us to resolve your issue to the best of our ability, please include as much detail as possible regarding your complaint, including any relevant communications or documentation.

• If you are not satisfied with the response you receive at Stage 1, or you would prefer your complaint to be formally investigated, you can request your complaint to be escalated to Stage 2, either through your contact at Stage 1, or directly to the Helpdesk.
• Please submit the details of your complaint electronically by emailing the info@dctt.org.uk, or in writing to us via Complaints Helpdesk, DCTT, 501 Birmingham New Road, Dudley, DY1 4SB.
• Your complaint will be acknowledged within 3 working days.
• A Head of Department will be assigned to investigate your complaint and you will receive a full written response within 28 working days from the date of the acknowledgement.
• If you are not satisfied with the response to your complaint, you will be given the option to appeal

• To appeal, please outline the reasons for your dissatisfaction in writing or electronically to the Chief Executive.
• This will be the final decision of the complaints process
• The Chief Executive will write within 28 working days of receiving the appeal

If a complaint is about the Chief Executive then it should be addressed to the Chair of the Board of Trustees (marked private and confidential), which is ultimately responsible as trustees of the organisation.  Letters should be sent to Dudley Canal & Tunnel Trust, 501 Birmingham New Road, Dudley, DY1 4SB.

If you are dissatisfied with the Trust complaint process, you can contact the Charity Commission.