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1.    Complaints policy
2.    Use of CCTV

Complaints policy

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

 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


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.

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.

Use of CCTV

We protect the safety and security of our visitors, staff and other Bekonscot residents with CCTV actively monitoring all areas of the village at all times.
Please contact a member of staff if you have any questions or concerns.