Complaints Policy

At Biodiversity and Environmental Education Society (BEES), we are committed to doing our best to provide the highest possible quality of service to our Customers, Participants, Individuals or Organisations we work with. 

 

However, we know that sometimes things can go wrong. When this happens, we want to hear about it, deal with the situation as quickly as possible, and take action to stop it from happening again. We welcome feedback, negative or positive, to help us grow as an organisation.

 

This policy explains the charity’s complaints procedure, which we want to be clear and easy to use for anyone wishing to make a complaint.  

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Complaints Procedure

If you have a complaint or other feedback about our Course, our publications and media activities, our fundraising and membership activities, or our staff, volunteers and trustees, you would like to share with us, please write to us at contact@beeanatureguide.org.uk. 

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We will endeavour to investigate and respond to all complaints in a timely, respectful and honest manner, whilst maintaining confidentiality in line with our Privacy Policy and data protection regulations.  

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We aim to respond to all complaints within 10 working days. You will receive an acknowledgement of your complaint within the first five days of receipt. In more complex situations, where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can. We will record your complaint and between us we can agree on the best way and time to get back in touch with you. Wherever possible, we will make sure we can resolve and repair relationships. 

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Changes to this Complaints Policy

BEES keeps its Complaints Policy under regular review and places any updates on this web page.

This policy was last updated on 22/11/2023.

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