1. PURPOSE
The purpose of this Complaints Procedure is to provide a transparent and effective process for addressing and resolving complaints from employees, casual workers, volunteers, visitors, sponsors, contractors and any other business contacts regarding the services provided by Woodside Animal Welfare Trust. Our goal is to ensure that all complaints are handled promptly, fairly, and in a manner that maintains the dignity and respect of all parties involved.
If an employee or casual worker has a complaint relating to their terms and conditions, they should use the grievance procedure.
2. DEFINITION OF A COMPLAINT
A complaint is defined as an expression of dissatisfaction or concern about any aspect of our business, including the conduct of our employees, casual workers, Trustees or anyone else working for the Trust.
3. REPORTING A COMPLAINT
Complaints can be reported through the following channels:
• In person to our on-site management
• By phone to a member of management at 01752 347503.
• By email to management@woodsidesanctuary.org.uk
• In writing, addressed to: The Manager, Woodside Animal Welfare Trust, Elfordleigh, Plympton, PL7 5ED.
4. COMPLAINT RESOLUTION PROCESS
All complaints will be treated seriously.
Any person connected with the Trust who receives a complaint should note brief details (and pass the note to a member of management) and advise the complainant to put their complaint in writing as per 3 above.
If the complainant insists on speaking with someone personally, a member of management should be called to assist and hopefully resolve the issue. If not resolved, the complainant should be invited to submit their complaint in writing and given a copy of this Complaints Procedure.
Upon receiving a written complaint, we will follow these steps to address and resolve it:
Step 1: Acknowledgment
• The complaint will be acknowledged within 3 days of receipt.
Step 2: Investigation
• A designated member of our management team will conduct a thorough investigation into the complaint including interviewing all relevant personnel.
• We may contact the complainant for additional information if necessary.
• We aim to complete the investigation within 10 business days.
Step 3: Resolution
• Once the investigation is complete, we will work to resolve the complaint in a fair and timely manner.
• We will inform the complainant of the outcome and any actions which have been taken to address the issue now and in the future.
• If appropriate, disciplinary action may be taken against an employee/casual worker and appropriate action against a volunteer, but the outcome will state only that action has been taken – not the specific action eg warning or dismissal.
Step 4: Feedback
• After resolution, we may seek feedback from the complainant to ensure their satisfaction with the resolution.
Step 5: Trustees
• We will ensure that all Trustees are made aware of any complaints (including the outcome) at the next planned Trustees’ meeting. The details of any disciplinary action will not be discussed.
5. APPEAL
If the complainant is not satisfied with the resolution provided, they may appeal the decision within 5 business days by contacting Helen LeCointe or Debbie Haynes at 01752 347503 [Phone Number].
6. CONFIDENTIALITY
We will treat all complaints and related information with the utmost confidentiality, sharing details only with those who need to be involved in the resolution process.
7. RECORD KEEPING
We will maintain records of all complaints, including details of the complaint, actions taken, and resolutions made. These records will be securely stored for a minimum of 6 years.
8. CONTINUOUS IMPROVEMENT
We will use feedback from complaints to identify areas for improvement in our business and take proactive steps to prevent similar issues in the future.
9. REVIEW AND REVISION
This Complaints Procedure will be reviewed annually or as needed to ensure its effectiveness and relevance. Any necessary revisions will be made to improve the complaint resolution process.
By implementing this Complaints Procedure, we aim to uphold our commitment to providing a high-quality service while addressing any concerns or complaints in a respectful and efficient manner.
Founder – Carole Bowles Date: 01/01/2026
5.11.24
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