Sustrans is committed to listening and learning. We welcome feedback where our work can be improved or where expectations have not been met, giving us the chance to monitor and improve our services.
Your feedback will be dealt with more swiftly if you are able to contact the right team, please see Contact Us for details.
Making a complaint
We are sorry if you feel you need to make a complaint, the following information will help you understand our complaints procedure.
This procedure does not cover:
We consider a complaint to be an expression of dissatisfaction or concern a person external to Sustrans has about activity undertaken by Sustrans, or about actions or lack of actions by Sustrans, our employees or volunteers.
Our investigation and response to complaints will be fair and without bias. As part of our complaints procedure, we will:
Generally, we are only able to consider complaints from the person affected, so are not able to correspond with third parties about complaints. We are not able to respond to anonymous complaints.
Please let us know your complaint straight away, and certainly, within three months of the time, you were first aware of the situation. We do not handle complaints that date back further than this.
All complaints must be directed to email@example.com or Feedback and Complaints, 2 Cathedral Square, College Green, Bristol, BS1 5DD.
Please note that if you use abusive, threatening or inappropriate language, we will reply but will advise you that this is unacceptable and your complaint is unlikely to be investigated.
What happens next?
We will do everything we can to respond to your complaint within 30 working days of acknowledgement. If this is not possible, we will explain why and give a new deadline.
If you are dissatisfied following a response to your complaint and you wish to escalate your complaint to the next level, this should be done within 15 working days of the date of our response, again by email to firstname.lastname@example.org or in writing to Feedback and Complaints, Sustrans, 2 Cathedral Square, Bristol, BS1 5DD. We will not consider complaints outside this timescale.
If you remain dissatisfied with our final stage reply and your complaint is:
This policy was issued on 25 January 2021.