Complaints and Appeals procedure

1) Introduction

a) Exeter Canal & Quay Trust (ECQT) is committed to being open and accessible. We welcome all comments on our work and the services that we provide. We seek to respond positively to suggestions made and to deal speedily with any concern or complaint.

b) We would encourage anyone who feels that they have not received a satisfactory service from us to draw this to our attention. We are committed to providing the highest standards of service, and welcome views on our performance.

c) It is our policy wherever possible to resolve all concerns and complaints amicably through discussion between the people involved. Wherever possible, we would encourage you to raise your concern in the first instance with the representative concerned. If you do not feel comfortable in doing this, you should address your concerns to the chair of trustees.

d) We recognise that some individuals or organisations may not feel satisfied after such discussions and may wish to seek a more formal response to a concern or complaint. The following information gives more detail on the procedures for complaints and appeals.

2) Formal complaints

a) Formal complaints will in general only be considered about the way in which we or our Board members have handled our contact with you.

b) Formal complaints should be made within one month of an incident.

c) The complaint should be put in writing and should make it clear that it is a formal complaint to which you are seeking a response.

d) The complaint should be addressed to the chair of trustees.

e) Your complaint will be acknowledged within 5 working days and a response provided in writing within 4 weeks.

f) If it is felt appropriate, the chair of trustees may seek a meeting with you within that period to try and resolve the issue to everyone’s satisfaction.

3) Appeals

a) If you are dissatisfied with the response received to a formal complaint then you may take the matter further by lodging an appeal. This should be done within 4 weeks of receiving the response to your formal complaint.

b) An appeal should be in writing and addressed to the Company Secretary c/o Exeter City Council, Civic Centre, Exeter. It will be acknowledged within 5 working days.

c) We have a procedure for appointing an appeals group. This will consist of two trustees and exclude those involved in the original incident or decision, if possible.

d) Further information may be requested from you, or if it is felt appropriate you might be invited to meet with the appeals group.

e) The appeals group will review the information available and formulate a recommendation within 4 weeks of receipt of the appeal.

f) The conclusions and recommendations of the appeal group will be final, and you will be notified of the decision within 5 working days of its meeting.

g) The complaints and appeals procedure set out above ends with a decision by our appeals group.

Stylised map of Exeter Quay