Date Approved: September 2025
1. Introduction
The National Trust Seaford Association (NTSA) values feedback from its members and the public. This complaints procedure outlines how concerns can be raised and how we will handle them in a fair, timely, and transparent manner.
2. Scope
This procedure covers complaints relating to:
• The conduct of NTSA volunteers or committee members
• The organisation of NTSA events or activities
• Communications or publications issued by the NTSA
This does not cover complaints about the National Trust itself, which should be directed to the National Trust directly.
3. Making a Complaint
Complaints should be submitted in writing and include:
• The nature of the complaint
• Date(s) and location(s) of the incident(s)
• Names of individuals involved (if known)
• Any supporting evidence
Complaints can be submitted in writing to any member of the committee.
Anonymous complaints will be considered at the discretion of the Chair.
4. Acknowledgement and Response Time
All written complaints will be acknowledged within 7 days of receipt. A full response will be provided within 28 days, following an internal review by the NTSA Committee.
5. Investigation Procedure
The Chair (or a designated Committee member if the complaint involves the Chair) will:
• Record the complaint in the NTSA Complaints Log in the Record Book
• Consult relevant individuals
• Review documentation or evidence
• Prepare a written response with findings and proceed with any actions needed
6. Appeals
If the complainant is not satisfied with the outcome, they may appeal in writing within 14 days of receiving the response. The appeal will be reviewed by at least two Committee members not involved in the original investigation. A final decision will be issued within 21 days of receipt of the appeal.
7. Confidentiality
All complaints will be treated sensitively and in accordance with data protection laws. Information will only be shared with those directly involved in the complaint process.
8. Review
This complaints procedure will be reviewed every three years or sooner if needed.