Last updated 09/03/2026

Upper Wensum Environmental Cluster Group CIC Complaints Handling Policy

We are committed to providing a high-quality level of advice and customer service to our members. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with the details. We will endeavour to respond to your complaint within three working days and hope to have the complaint resolved in a timely manner. If you are not happy with the length of time it is taken, please contact the Group Facilitator.

What will happen next?

1. We will contact you via phone acknowledging receipt of your complaint within three working days of receiving it.

2. We will then investigate your complaint. This will normally be done by the Facilitator, who will review your situation personally.

3. The Facilitator will discuss and hopefully resolve your complaint. S/he will do this within 14 days. Some Complaints may take longer due to nature of the complaint.

4. Any agreement with you will be noted along with any recommendations.

5. Should you not be satisfied; you should contact us again and discuss the complaint further explaining why you are dissatisfied. The Facilitator will take this into further consideration and hopefully the Complaint will be resolved at this stage.