SNOWDON TRUST is committed to providing high-quality, transparent, and accessible services which meet your needs. If we have got something wrong please let us know. We want to help resolve your complaint as quickly as possible and learn from it so that we can improve our service.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with the organisation.

If you are not happy with SNOWDON TRUST please tell us

If you are unhappy about any part of SNOWDON TRUST’S service, please speak to the relevant staff member or Chief Executive. A complaint can be received by phone, by email or in writing.

If you are unhappy with an individual in SNOWDON TRUST sometimes it is best to tell them directly. If you feel this is difficult or inappropriate then speak to the Chief Executive.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the Chief Executive. If your complaint is about the Chief Executive, please write to the Chair of Trustees.

All written complaints will be logged. You will receive a written acknowledgement within five working days.

We will investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Trustees, which will decide any further steps to resolve the situation.

We will record your complaints confidentially. All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Written complaints may be sent to SNOWDON TRUST at 18 Oakhurst Business Park, Southwater, Horsham, West Sussex, RH13 9RT or by e-mail at [email protected]. Verbal complaints may be made by phone to +44 (0)1403 732899 or in person to any of SNOWDON TRUST’s staff or trustees at the same address as above or at any of our events.

Reasonable adjustments

Our aim is to make our service complaints policy easy to use and accessible for everyone. We will take steps to make any reasonable adjustments needed to access this policy, or any requests to provide responses in other formats.

Finally, please also let us know if you are happy with SNOWDON TRUST’S services using any of the same methods.

This policy was reviewed in July 2023.

Next policy review date: July 2024.