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] or post it to:

Sustrans
2 Cathedral Square
College Green
Bristol
BS1 5DD

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