YACWAG aims to promote the natural environment in the parishes of Yatton and Congresbury in the most sustainable methods available. We carry this out through managing our local nature reserves and through educational events aimed at both members and the general public. We work hard to achieve this: if we are not getting it right please let us know. Complaints can provide an opportunity to receive valuable and constructive feedback that allows us to improve as an organisation.
This policy and procedure applies to members of the public, members of YACWAG, YACWAG Trustees, Committee Members and Volunteers and to all of YACWAG’s activities.
- The purpose of this Complaints Policy is to give members of the public or people involved with YACWAG in any way an opportunity to let us know of any reason why you are not satisfied with our work, actions or behaviour for any reason. Complaints defined in this way any relate to YACWAG’s actions, activities or services; behaviour of YACWAG representatives; or failure to follow appropriate policies or procedures.
- In the first instance, and if at all possible, please speak to the relevant member of YACWAG about your complaint to see if it can be settled informally. If you are unhappy with an individual person it is best to speak to that person directly.
- If you feel this is difficult or inappropriate then you should email a written complaint to [email protected]. You will receive an initial email response to your complaint within five working days.
- Your complaint will be investigated by the Chairperson or Vice Chairperson of the Executive Committee in as timely manner as possible. S/he may ask one or two other Committee members who are in no way directly involved in the complaint to also investigate the complaint at his/ her discretion. We take all complaints seriously and are keen to learn from them.
- We will let you know the timescale for dealing with your complaint in the initial response letter.
- The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with if your complaint is upheld.
- If, after we have responded, you are not satisfied, please write to the Secretary who will report the matter to the next meeting of the Trustees, which will decide on any further steps to resolve the situation.
Anonymous Complaints
If an anonymous complaint contains serious allegations, it should be referred to the Chairperson of the Executive Committee immediately (or to the Vice Chairperson in the event that the complaint concerns the Chairperson). Complaints submitted anonymously will be considered if there is enough information in the complaint to enable YACWAG to make further enquiries.
If, however, an anonymous complaint does not provide enough information to enable us to take further action, YACWAG may decide not to pursue it further. YACWAG may give consideration to the issues raised, and will record the complaint. Any decision not to pursue an anonymous complaint must be authorised by the Chairperson.
Date Approved: October 2025
Next Review: October 2028