Established Complaints Procedure if Dissatisfied With Initial Outcome
1. If you are not satisfied with the findings of your initial complaint, you may
write to the Biffa Award Programme Manager giving the reasons why you
are dissatisfied with the initial outcome and that you wish to pursue the
matter further.
2. Upon receipt of the written response, the Biffa Award Programme
Manager shall review the original complaint and its findings, and make a
considered decision.
3. Once it has been reviewed by the Biffa Award Programme Manager, you
will be informed of the outcome.
4. If you are still dissatisfied with the outcome, the first three steps can be
repeated as follows:
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If dissatisfied with the outcome of the Programme Manager’s review,
you may write to the Head of the Grants Unit.
If dissatisfied with the outcome of the Head of the Grants Unit’s review,
you may write to the Chief Executive Officer.
If dissatisfied with the outcome of the Chief Executive Officer’s review,
you may write to the RSWT Council.
We will try and resolve all complaints in the first instance and ensure that any
mistakes are not repeated.
We will keep all complaints, comments and suggestions on file so that we can
use your feedback to monitor and evaluate our service and identify any
changes or improvements that need to be made.
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Version 2
April 2012