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 email email@example.com or write to:
PA to Chief Executive, Sustrans, 2 Cathedral Square, College Green, Bristol, BS1 5DD.
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:
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.
Sustrans will apply this policy consistently and will not discriminate on grounds of age, disability, gender, gender reassignment, marital or civil partnership status, pregnancy or maternity, race (including nationality, ethnic or national origin), religion or belief / lack of religion or belief, sexual orientation or contractual status (fixed term / full or part-time).
This policy will be updated periodically to ensure it is inclusive of all staff.
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 firstname.lastname@example.org.
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
0845 300 0218
Complaints regarding our fundraising activities that are not satisfactorily resolved using the above procedure can be brought to the Fundraising Regulator within 2 months of the final response.
They can be contacted via their web form: https://www.fundraisingregulator.org.uk/complaints/make-complaint
Or in writing to:
2nd Floor CAN Mezzanine Building
49-51 East Road
Or by telephone: Please note that due to the Coronavirus outbreak our Supporters team are unable to take calls at this time.
This policy was issued on 2 August 2018.