Complaints Policy
1. Our Commitment
The Community Sustainability Support Network (CSSN) is committed to providing high-quality services and support to our network members and the wider community. We take all complaints seriously and aim to resolve them fairly, promptly, and effectively.
2. What Is a Complaint?
A complaint is an expression of dissatisfaction about the standard of service, actions, or lack of action by CSSN or its staff, volunteers, or representatives. This includes complaints about:
- The quality of services or support provided
- The behaviour of staff, volunteers, or representatives
- Decisions made by CSSN
- Failure to follow our policies or procedures
- Discrimination or unfair treatment
3. How to Make a Complaint
You can make a complaint in the following ways:
By Email
Send your complaint to contact@cssn.uk. Please include:
- Your name and contact details
- A clear description of your complaint
- What outcome you are seeking
- Any relevant dates, times, or documentation
By Contact Form
Use our online contact form and select "Complaint" as the subject.
By Post
Write to us at our registered address (available on request).
4. Our Complaints Process
Stage 1: Initial Response
We will acknowledge your complaint within 5 working days of receiving it. We will investigate your complaint and aim to provide a full response within 20 working days.
Stage 2: Review
If you are not satisfied with our initial response, you can request a review. Your complaint will be reviewed by a senior member of staff or a trustee. We will acknowledge your request for a review within 5 working days and provide a response within 20 working days.
Stage 3: Final Appeal
If you remain dissatisfied after the review stage, you can request a final appeal. This will be considered by the Board of Trustees. We will acknowledge your appeal within 5 working days and provide a final response within 30 working days.
5. What We Will Do
When we receive your complaint, we will:
- Acknowledge receipt promptly
- Investigate thoroughly and fairly
- Keep you informed of progress
- Provide a clear and honest response
- Take appropriate action to resolve the issue
- Learn from complaints to improve our services
6. Confidentiality
We treat all complaints confidentially. Information about your complaint will only be shared with those who need to know to investigate and resolve it. We will not share your personal information without your consent, except where required by law.
7. Anonymous Complaints
We accept anonymous complaints, but please note that this may limit our ability to investigate fully or provide you with a response. We encourage you to provide contact details so we can keep you informed and resolve the issue.
8. Unreasonable or Vexatious Complaints
We are committed to dealing with all complaints fairly, but we reserve the right to decline to investigate complaints that are:
- Frivolous or vexatious
- Abusive or threatening
- Repeated complaints about the same issue that has already been resolved
If we decide not to investigate a complaint for these reasons, we will explain our decision to you.
9. External Bodies
If you are not satisfied with our final response, you may be able to refer your complaint to:
- Charity Commission: For complaints about the charity's governance or administration
- Information Commissioner's Office (ICO): For complaints about data protection
- Fundraising Regulator: For complaints about fundraising activities
10. Learning and Improvement
We use complaints as an opportunity to learn and improve our services. We regularly review complaints to identify trends and areas for improvement. We will share learning from complaints (anonymised) with staff, volunteers, and trustees.
11. Contact Us
If you have any questions about this Complaints Policy or need help making a complaint, please contact us at contact@cssn.uk.
Last updated: June 8, 2026