FRIENDS OF KINGS NORTON NATURE RESERVE

Policy:  Response to Comments, Compliments and Complaints

1.    If the matter appears to be related to Birmingham City Council’s management of the Nature Reserve, the feedback should be passed to the Officer in Charge at Lickey Hills Visitor Centre.

2.    If the feedback relates to the Friends’ management of the Reserve, the matter should go directly to the committee Chair, or in their absence to the Vice-Chair.

3.  Compliments and comments should be recorded and if relevant presented at the next committee meeting.

4.   Complaints once received should be acknowledged in writing within a week. The complaint should be investigated by the Chair /Vice-Chair so that the issues are clear. A direct meeting should occur unless this is expressly not the wish of the complainant. The results of the investigation should then be anonymously presented to the committee for advice on a response. The Chair /Vice-Chair should then write a substantive response to the complainant, within a month of receipt of the complaint.

May 2024