Complaints Procedure

Introduction

Nottingham Narrow Boat Project Ltd a registered charity and a company limited by guarantee, has a robust Complaints Procedure detailed below, should you have cause for complaint about our service, staff, volunteers or any other aspect of our operation. Complaints will be dealt with fairly, by a disinterested Officer of the organisation.

Appointed Individuals

The Nottingham Narrow Boat Project Operations and Liaison Coordinator and/or the Nottingham Narrowboat Project Chair have been appointed in this organisation to deal with complaints, and you should not hesitate to contact either of them. If your complaint is about either of the two appointed individuals, please address your complaint to the Secretary, who will ask a disinterested Director of the organisation to deal with it.

Process

If you are dissatisfied with any aspect of our service or staff, and wish to make a complaint, please complete the form below. Once we have received your complaint, the investigating individual will contact you within seven working days of receiving the complaint. At this stage we will give you our understanding of your case. We may also invite you to make any further comments that you may have in relation to this. If it is likely to take longer than seven days to establish our understanding, we will contact you to advise you of this, and give you our best estimate of how much longer this will take. Within 21 days of receipt of your written summary, the investigating individual will write to you to inform you of the outcome of their investigation into your complaint and let you know what action we have taken, or will take, to address it.

If you remain dissatisfied with any aspect of our handling of your complaint, we will attempt to resolve this promptly through negotiations, and otherwise agree to the referral of your complaint.

Onward Referral

Nottingham Narrow Boat Project Ltd is a member of the National Community Boats Association, and you may, in some case, be able to escalate your complaint to them. If we believe this to be an option, we will advise you and provide contact details. Some of our activities are outside the remit of the NCBA.

Our terms and conditions of hire, service or as otherwise contractually agreed from time to time, may provide for, or limit, some remedies, none of which will affect your statutory rights.

Nottingham Narrow Boat Project Ltd – Registered Charity 1176252