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Complaints Procedure
We take great pride in putting this trip together for you and we hope that everything works well and as we have promised. We are regulated by the Charity Commission and do carry out all our work based on their guidelines and rules. However, if you feel you have a complaint or grievance against the Charity or anyone involved in the Charity, then you are welcome to make a complaint. You can do this by filling in a feedback form, writing a letter / email, or phoning one of the organisers / trustees.
Our pledge you to, if you do this, is:
SSG is an organisation which will investigate any complaint against us in a professional manner. We will treat your complaint in confidence.
On receipt of a complaint, verbal or in writing, the Trustees of SSG will agree to meet to discuss the content/issues raised.
A reply will be constructed and sent to the complainant within 21 days, offering to meet face to face to discuss and try to resolve the complaint.
The services of a third party or arbitration service could be brought in to negotiate a resolution to the complaint.
