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Complaints Procedure

The Wey & Arun Canal Trust Ltd and its trading company, WAEL, (collectively, “the Trust”) aim to provide all members, volunteers and customers with the best possible service or experience. However, we recognise that from time to time there may be occasions when someone might feel that the quality or level of service or experience provided falls short of what they could reasonably expect.

Your continued goodwill is greatly valued by us and we would expect to resolve any day to day difficulties or complaints informally and as quickly as possible. In the first instance we would expect you to raise any complaint directly with the representative of the Trust concerned.

The more formal procedure outlined below is intended for use by members, volunteers and customers where informal communication has not resolved the problem.

This is what you should do:

The complaint should be made by letter or email to the Deputy Chairman, who will acknowledge, in writing within ten working days, the receipt of any complaint. If the complaint is about the Deputy Chairman the complaint should be addressed to the Chairman (and marked ‘confidential’). At this, and any subsequent stage, the complainant may be supported by a friend, but not a legal representative.

This is what the Trust will do:

The Deputy Chairman will investigate the circumstances leading to the complaint and will communicate the results of the investigation to the complainant within a reasonable time – normally within 20 working days of the complaint being received. If the complaint is found to be justified, the Deputy Chairman will agree any necessary further action with the complainant.

If after we have responded you are not satisfied, please write to the Deputy Chairman who will report the matter to the next meeting of the Directors (‘the Council of Management), which will decide on any further steps to resolve the situation.

The decision of the Council of Management is final and no further appeal is possible.

The Deputy Chairman will report at least annually to the Council of Management with information as to the number and nature of complaints, and the outcomes.

If you have a complaint, contact:

The Deputy Chairman, WACT Northern Office, Bridge End, Somerswey, Shalford, Guildford GU4 8EQ Tel: 01483 505 566
Email: support@weyandarun.co.uk