COMPLAINTS POLICY

The Friends of Roman Aldborough (FORA) is committed to providing a high-quality experience for our members and guests and dealing with everyone fairly.  We acknowledge that despite our best intentions we may not always get things right.  If at any point you become unhappy or concerned about something we are doing, or not doing, we need you to tell us about this immediately so that we can do our best to understand, look into and resolve your concerns.

Making a complaint to FORA

  1. If you feel dissatisfied about any aspect of what we are doing at an event, elsewhere or in any other way, please:
    1. If possible, immediately discuss your dissatisfaction with any FORA representative who appears to be involved in organising or running the activity which is concerning you, or
    2. If the above is not possible, please contact FORA’s Secretary (contact details below), explain that you are dissatisfied, and she will arrange for a trustee to contact you to discuss your concerns; we will aim to do so within 7 days.
  2. If you cannot do the above or doing so does not resolve your concerns, we will deal with the matter as a formal complaint. In this event, please write to Christopher Butterworth, our trustee responsible for dealing with any complaints, by email or post c/o FORA’s Secretary (contact details below). Christopher, or in his absence another trustee with whom you have not already discussed the matter, will contact you to deal with the matter.

 

When writing, please give your full contact details so that we can respond to you.

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Appeal

If after doing the above, you remain dissatisfied and you wish to take matters further you should contact the Chairman of our trustees, Sir Andrew Lawson-Tancred, c/o Aldborough Manor, Aldborough, Nr, Boroughbridge, YORK, YO51 9EP

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The Secretary

Thornycroft Farm, Minskip Road, Aldborough, YORK, YO51 9HG

T: 01423 325 808          M: 07711 151516

E: secretary@romanaldborough.co.uk