Cumbria Action for Sustainability (CAfS) will take all complaints seriously, and will deal with them in a confidential and timely manner. However, we won’t respond to feedback which is abusive, prejudiced, offensive or vexatious or which concerns an activity that CAfS is not directly responsible for.

A complaint is a formal claim that CAfS has failed to meet its organisational or other stated commitments or is not operating in accordance with a relevant law, regulation or Code of Practice. Complaints about the behaviour of CAfS staff, trustees or volunteers will be dealt with according to our internal HR policies and procedures. In these cases, the detail of any outcome may need to be kept confidential.

The CAfS member of staff, or representative of CAfS, who receives a complaint by phone, or in person should:
1. Write down the facts of the complaint.
2. Take the complainant’s name, address and telephone number.
3. Note down the relationship of the complainant to CAfS, e.g. donor, volunteer,
sponsor, beneficiary.
4. Inform the complainant that CAfS have a complaints procedure.
5. Where appropriate, ask the complainant to send a written account by post or
by email so that the complaint is recorded in the complainant’s own words.
6. Inform the complainant what will happen next and how long it will take to
process the complaint.

To make a complaint –
Call: 01768 210276
Email: [email protected]
Write to:
Cumbria Action for Sustainability
Eden Rural Foyer
Penrith
CA11 8ET

Complaints Process
CAfS will try to resolve complaints as quickly as possible. In most cases a full response will be provided within 10 working days; in more complex cases, an acknowledgement will be sent within 10 working days and a full response provided within 15 working days. In the first instance the complaint will be considered and responded to by the Project Manager responsible for the area of work to which the complaint refers.

If the complainant is not happy with the initial response, a letter should be written to the Chief Executive Officer at the stated address above. A clear explanation should be provided as to why it is felt that the complaint has not been properly resolved. The complaint will be reviewed and CAfS’s response sent in writing within 15 working days.

If the response is still not satisfactory the complaint should be sent to the Chair of Trustees of CAfS, c/o the address stated above.

If there is still no resolution, a complaint can be made to the Charity Commission, or if the complaint relates to marketing or fundraising, the Fundraising Regulator (addresses below).

The Charity Commission for England and Wales
Harmsworth House
13-15 Bouverie Street
London
EC4Y 8DP
Tel: 0300 066 9197
www.gov.uk/complain-about-charity

The Fundraising Regulator
2nd floor,
CAN Mezzanine Building,
49-51 East Road,
London,
N1 6AHTel: 0300 999 3407
Email: [email protected]