Complaints Policy and Procedure
The 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.
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 The Snowdon Trust, please tell us
If you are unhappy about any part of The Snowdon Trust’s service, please speak to the relevant staff member or the Chief Executive. A complaint can be made by phone, by email or in writing.
If you are unhappy with an individual within The Snowdon Trust, it may be best to tell them directly. If you feel this is difficult or inappropriate, then please speak to the Chief Executive instead.
In many cases 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 ten working days.
We will investigate your complaint thoroughly and give you a reply within 20 working days, setting out how the problem will be dealt with. If this is not possible, we will send an interim response to inform you of the action taken so far or being considered.
If you remain dissatisfied after our response, please write to the Chair who will report the matter to the next meeting of the Trustees. The Trustees will then decide any further steps to resolve the situation.
Confidentiality
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.
Contact details
Written complaints may be sent to The Snowdon Trust at 18 Oakhurst Business Park, Southwater, Horsham, West Sussex, RH13 9RT.
Please note: this is a mailing address only. We do not regularly access post at this location, so if you wish to ensure a timely response, we recommend contacting us by email at [email protected].
Verbal complaints may be made by phone to +44 (0)1403 732899 or in person to any of The Snowdon Trust’s staff or Trustees at any of our in-person events.
Reasonable adjustments
Our aim is to make our complaints procedure easy to use and accessible for everyone. We will take steps to make any reasonable adjustments needed to access this policy or to provide responses in alternative formats.
Positive feedback
We also welcome feedback if you are happy with The Snowdon Trust’s services, using any of the same methods.
Policy Review
This policy was reviewed in December 2025. The most up-to-date version of our policy is always available upon request or from our website.