Woodfarm Education Centre aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.

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

If you are not happy with Woodfarm Education Centre please tell us…

If you are unhappy about any Woodfarm Education Centre’s service, please speak to the relevant staff member, Manager or Director.

If you are unhappy with an individual in Woodfarm Education Centre, sometimes it is best to speak with them directly and explain why. If you feel this is difficult or inappropriate then speak to the staff member’s Manager or the Director.

If you are employed by Woodfarm Education Centre, you can raise a grievance or complaint with your Manager or Project Director. Your first of call should be your Manager, however where the complaint is against the Manager you can raise your complaint with the Project Director.

Often we will be able to provide you with a response right away. If the matter is more complex, we will provide you an initial response within 5 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 Director/Board. If your complaint is about the Director, please write to the Board.

All written complaints will be logged. You will receive a written acknowledgement within 3 working days.

The aim is to investigate your complaint properly and provide you with a reply within 15 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 Board who will report the matter at the next meeting of the Board of Trustees, where they will decide on any further steps to resolve the situation.

Finally, please also let us know if you are happy with Woodfarm Education Centre’s services, including our Green Guardians work and activities.

Resources

The following resources are useful in keeping our policies and procedures up-to-date:

• Code of Good Governance: Using the Code
• Equality & Human Rights Commission: Complaint Policy & Procedure

Support

If you would like any support with policies and procedures or any other issues facing your organisation, please contact the Admin team at Woodfarm Education Centre: admin@woodfarmeducationcentre.org.uk

or 0141 638 0599.

Last updated:  February 2021