Complaints policy

Updated August 2026

Introduction

Friends of the Ullswater Way (“FOUW”, “we”, “us”) is committed to operating openly, responsibly and in line with good governance practice. We aim to maintain high standards in everything we do, but we recognise that at times we may fall short. Feedback and complaints help us improve our work and communication.

This policy explains how you can make a complaint, how we will handle it, and the standards you can expect from us. All trustees, volunteers and partners acting on behalf of FOUW are expected to follow this policy. This policy may be updated from time to time.

1. Our commitment

We promise to take all complaints seriously and to deal with them in a confidential and timely manner. However, we won’t respond to feedback which is abusive, prejudiced, offensive or vexatious or which concerns an activity that FOUW is not directly responsible for.

A complaint is a formal claim that FOUW has failed to meet its organisational or other stated commitments or is not operating in accordance with a relevant law, regulation or Code of Practice. Complaints about the behaviour of FOUW trustees or volunteers will be dealt with according to our internal policies and procedures.

In these cases, the details of any outcome may need to be kept confidential.

2. Information we may request

To understand and investigate a complaint, we may ask for:

  • your name and contact details (address, email, telephone number)

  • your relationship to FOUW (e.g., donor, volunteer, event attendee, member of the public)

  • a clear description of the issue.

We may ask you to put the complaint in writing and provide all relevant information so we can respond effectively.

3. Our principles

When handling complaints, we aim to ensure that:

  • making a complaint is easy

  • complaints are an important opportunity to receive feedback and develop our practices

  • we deal with complaints in an understanding and efficient way

  • we respond appropriately

  • we learn from complaints and use them to develop our practices.

4. How to make a complaint

You can contact us by:

Email:

info@friendsoftheullswaterway.org
For the attention of Tim Clarke, Chair, FOUW

Post:

Tim Clarke, Chair
Friends of the Ullswater Way
5 Grassthwaite How
Glenridding Cumbria
CA11 0PY

5. Complaints Process

We aim to resolve your complaint as quickly as possible.

  • Standard response: within 10 working days

  • More complex cases: we will send you an acknowledgement within 10 working days and provide a full response within 15 working days.

We also acknowledge all complaints in accordance with the Data (Use and Access) Act 2025, including acknowledging data-related complaints within the statutory 30-day period. Complaints about how we handle your personal data should be made under our Privacy Policy. This Complaints Policy covers wider organisational concerns.

In the first instance, the complaint will be considered and responded to by the person responsible for the issue being complained about.

If you are dissatisfied with our response, you may escalate your complaint to the appropriate regulator (see below).

6. If you are not satisfied

Depending on the nature of the complaint, the following bodies may be contacted:

The Charity Commission for England and Wales
Harmsworth House
13-15 Bouverie Street
London EC4Y 8DP
Tel: 0300 066 9197
www.gov.uk/complain-about-charity

The Fundraising Regulator
2nd floor,
CAN Mezzanine Building,
49-51 East Road,
London N1 6AH
Tel: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk