Complaints Policy

Whilst we take great care to ensure that we provide all our services efficiently, courteously and to a high standard, we accept that complaints may be made. New Adventures’ views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that has made a complaint. 

Our policy is:

  • To provide a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint.
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
  • To make sure everyone at New Adventures knows what to do if a complaint is received.
  • To make sure all complaints are investigated fairly and in a timely way.
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
  • To gather information which helps us to improve what we do.

Definition of a complaint

A complaint is a valid expression of dissatisfaction and however it is made (by email, letter, telephone or in person) we will investigate it and use it to improve our standards of service.

Who can complain?

Anyone we engage with. This includes audiences, participants, donors, funders, consultants and contractors. If an employee, freelancer, trainee or volunteer wishes to make a complaint, they should instead follow the Company’s standard grievance procedure.

Confidentiality

All complaint information will be handled sensitively in line with the Data Protection Act 2018. 

How to complain

Our aim is deal with any complaint as soon as possible. Many complaints can be resolved informally. In the first instance please contact us using the below contact details and, if you feel able, speak to the member of staff (or team) with whom you have had contact or ask to speak to the relevant manager, who will try to resolve the matter.

Phone: +44(0)12 5259 7050 Email: [email protected]

Please note; If a complaint is received via social media, we will refer the complainant to an alternative method of communication outside of the public forum so that the complaints policy can be followed.

When you make a complaint, it is helpful if you could include the following information: 

  • Describe clearly what happened – please include the date, time and location of the incident.
  • Tell us why you are making a complaint.
  • Tell us what you would like us to do.

Please provide your full name, email address and contact phone number.

  • Tell us how you would prefer us to contact you.

If appropriate, please send us any documents that support your complaint.

If you are not satisfied with the response you receive, or do not wish an informal solution,

you may pursue a formal complaint. Please put formal complaints in writing. You can send the complaint to us via email: [email protected]

Complaints should be marked for the attention of the Chief Operating Officer. In the case that your complaint is in reference to the named recipient, please address to the Executive Director.

Complaints can be sent in writing to New Adventures’ registered office in Farnham however please note that due to hybrid working, this mailbox is not checking regularly, and it will take us longer to respond.

Chief Operating Officer
c/o Farnham
Maltings Bridge Square
Farnham
GU9 7QR

What Happens Next?

All written complaints will be dealt with by our Chief Operating Officer, or the person they feel can best respond to your concerns.

You will receive acknowledgement of your complaint within 5 working days, and you may be contacted to obtain any additional information that we may require to help us resolve the complaint. You will receive a response to your complaint within 20 working days of its receipt. Any extension of this time limit requires your consent.

If as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the outcome of your complaint outside of any disciplinary procedure.

If a criminal offence is alleged, then the police will be informed.

Can you take your complaint elsewhere?

We encourage you to contact us directly to resolve your complaint in the first instance, but you can contact the Charity Commission and make a complaint at any point. 

Details of how to make a complaint with the Charity Commission can be found here: https://www.gov.uk/complain-about-charity

Do you need any specific requirements to enable you to make a complaint?

Please let us know if you would like to view this policy in an alternative format.

Next review due:           March 2023