Bekonscot Complaints Policy

1. Policy statement
Bekonscot Model Village and Railway, operated by the Roland Callingham Foundation, aims to resolve complaints quickly, fairly and effectively. One of the ways we can continue to improve in what we do is by listening and responding positively to complaints and by putting mistakes right. A complaint is any expression of dissatisfaction about any aspect of Bekonscot, whether or not Bekonscot acted wrongly.
Bekonscot’s policy on complaints is:
To provide a fair complaints procedure which 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 that all complaints are investigated fairly and in a timely manner
To make sure that complaints are, wherever possible, resolved and relationships repaired
To gather information which helps us to improve for the future

2. Complaint process
If you have a complaint about our organisation we want to hear about it and we will do our best to put it right. Bekonscot would like to resolve any complaint as soon as possible. Many complaints can be resolved informally. In the first instance, please contact us in person or by phone and we will do our best to resolve the matter.
If you are not satisfied, you may pursue a formal complaint. In this case, write down your complaint and send it to:
Managing Director, The Roland Callingham Foundation
14 Ledborough Lane,
Beaconsfield, Buckinghamshire HP9 2PZ
E-mail: brian@Bekonscot.co.uk
You are encouraged to summarise the nature of your complaint and to describe what you consider you would like to be done to remedy the situation. Written complaints will normally be acknowledged by Bekonscot within two weeks. The acknowledgement will say who is dealing with the complaint and when the person making the complaint can expect a reply. In most instances, complainants should receive a definitive reply within four weeks. The reply should indicate the action taken to investigate the complaint, the conclusions from the investigation and any action taken as a result.

3. Complainant response
If, at the conclusion of the investigation above, the complainant feels that the problem has not satisfactorily been resolved, they can request a review, as a second stage. For this stage two review, the complaint will be passed to an appeal committee constituted by the chairman or another suitable trustee of the charity.

4. External assistance
In addition to the Board considering external assistance, the complainant can complain to the Charity Commission at this third stage, or in fact at any point if they feel that progress towards a resolution is inadequate.
Information about the kinds of complaint the Charity Commission can involve itself in can be found on their website at: www.gov.uk/government/publications/complaints-about-charities

5. Monitoring and learning from this policy
Complaints are reviewed annually to identify any trends that may indicate a need to take further action or to revise the overall complaints policy