CatZero strives to carry out its activities in a way that is fair, efficient, effective and professional. However if, as a member organisation, person participating in the programme, partner organisation, volunteer or member of the public, you have a concern or complaint about something CatZero has done, or about the actions, behaviour or attitude of a staff member, volunteer or person participating in the programme, then please follow the procedure below:
Stage 1 – Informal Complaint
If you hope to resolve the matter informally, please contact the office on telephone number 01482 333303 to discuss your concerns. Alternatively you can e-mail a brief description of your concerns / complaint to firstname.lastname@example.org.
Depending on the nature of your concerns, the appropriate person from the list below will investigate the matter and respond to you, either verbally or in writing, whichever you prefer, within 28 working days.
Chair of Trustees
Director of Operations
Director of Sailing
Business Admin Manager
Stage 2 – Formal Complaint
If you wish to make a formal complaint, you should write to the Director of Operations or Director of Sailing at 2b Humber Street, Hull, HU1 1TG, giving details of the nature of your complaint. You should mark the envelope “CONFIDENTIAL – COMPLAINTS PROCEDURE”.
CatZero will write to you to acknowledge receipt of your complaint within five working days of receiving it, giving a timescale for investigating your complaint and responding fully to you. You will be informed in writing of the outcome of the investigation.
Stage 3 – Appeal / Formal Complaint Against a Director
If you are not satisfied with the outcome of your complaint at Stages 1/2, or if your complaint concerns the Director of Sailing or Director of Operations, you should write to the Chair of Trustees at CatZero, marking the envelope “CONFIDENTIAL – COMPLAINTS PROCEDURE”.
A letter acknowledging receipt of your complaint will be sent within five working days of receiving it, giving a timescale for investigating your complaint and responding fully to you. Your appeal / complaint against the Director will be investigated by two CatZero Trustees and you will be informed in writing of the outcome of their investigation and any recommendations for action.
The final decision at stage 3 will stand and any issues regarding employees of CatZero will be dealt with as necessary through the internal disciplinary procedure. Issues relating to the business of CatZero will be reported to the Board of Trustees for their consideration and action.
Any complaints made about CatZero’s activities are monitored and will be reported to all relevant persons. If the outcome of the investigation of the complaint is unfounded and further vexatious action is taken, then CatZero will seek legal advice to bring the matter to a close.