Complaints policy

Sustrans 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 route maintenance. If you would like to report a route maintenance or signage issue, or a problem along one of the National Cycle Network routes, please contact [email protected].

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 satisfactory, 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 Sustrans, or about actions or lack of actions by Sustrans or its staff. Sustrans 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 Sustrans 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.

How to complain

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 Sustrans at 2 Cathedral Square, College Green, Bristol, BS1 5DD marked for the attention of the Chief Executive’s PA or via email to [email protected].

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 Chief Executive. 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

Complaints regarding our fundraising activities that are not satisfactorily resolved using the above procedure can be brought to the Fundraising Regulator Standards Board within two months of the final response.

They can be contacted at:

Fundraising Standards Board
61 London Fruit Exchange
Brushfield Street
London
E1 6EP