1. Complaints Policy

Urban Nature Action CIC Complaints Policy

Last updated: 12/08/2026

Urban Nature Action CIC aims to provide welcoming, professional and well-run activities and services.

We recognise that things may occasionally go wrong. We welcome feedback and complaints because they give us an opportunity to resolve problems and improve what we do.

What can I complain about?

You can contact us if you are unhappy about something connected with Urban Nature Action CIC, including:

  • an activity, workshop or event;

  • the behaviour or conduct of someone representing the CIC;

  • accessibility or inclusion;

  • communication or customer service;

  • a booking, payment or refund;

  • volunteering;

  • a partnership or project;

  • how we handled a previous concern; or

  • another aspect of our work.

Safeguarding, health and safety or data-protection concerns may also need to be handled under our relevant policies.

How to make a complaint

Please contact:

Email: hello@urbannatureaction.org.uk

Please include, where possible:

  • your name and contact details;

  • what happened;

  • when and where it happened;

  • who was involved, if relevant;

  • what you have already done to try to resolve the matter; and

  • what you would like us to consider doing.

You do not need to write a formal letter or use particular wording.

If you need help making a complaint or require a reasonable adjustment, please contact us.

What happens next?

We aim to:

  • acknowledge your complaint within 5 working days;

  • consider the matter fairly and impartially;

  • make appropriate enquiries;

  • keep you informed if further time is required; and

  • provide a full response within 20 working days where reasonably possible.

Some complaints may take longer because of their complexity, safeguarding issues, involvement of another organisation or the need to obtain further information.

If this happens, we will aim to explain the delay and keep you updated.

Complaints involving a director

If a complaint concerns one director, the other director will normally oversee the complaint wherever reasonably possible.

If the complaint concerns both directors, or there is another significant conflict of interest, Urban Nature Action CIC will seek an appropriate independent person or adviser to review the matter where reasonably practicable.

Safeguarding concerns

If a complaint raises concerns about the safety or welfare of a child or an adult at risk, our Safeguarding Children and Adults at Risk Policy will also apply.

We may need to share relevant information with safeguarding services, police or another appropriate organisation.

If somebody is in immediate danger, call 999.

Data-protection complaints

If your complaint concerns how we have used or protected your personal information, our Privacy Policy and Data Protection Policy will also apply.

We aim to acknowledge all complaints within 5 working days. Data-protection law requires organisations to provide a route for such complaints, acknowledge them within 30 days, investigate appropriately and communicate the outcome without undue delay.

You may also have the right to raise a data-protection complaint with the Information Commissioner's Office.

If you are unhappy with our response

If you believe we have misunderstood something important or have not dealt with your complaint fairly, please contact us and explain why.

We will consider whether a further review is appropriate.

Where possible, a review will be carried out by somebody who was not responsible for the original decision.

For serious or complex matters involving both directors, an independent person or adviser may be asked to assist where reasonably practicable.

Confidentiality

Complaints will be handled sensitively.

Information will only normally be shared with people who need it in order to consider the complaint, meet legal responsibilities or protect somebody from harm.

No disadvantage for complaining

Nobody will be treated unfairly simply because they have raised a genuine complaint or concern in good faith.

Contact

Urban Nature Action CIC
Email: hello@urbannatureaction.org.uk
Company number: 17313146