Complaints Policy

Garden aims

To create and maintain green spaces for wildlife, plants and people.

To support enjoyment and learning about nature

To promote an inclusive community and nurture wellbeing


FGCG welcomes complaints as it means FGCG can improve what FGCG do.

The garden will deal with complaints as quickly as possible.

The complainant will be kept informed at each stage.

The garden will share the learning with the complainant and others.

In the rest of this document the complainant is referred to as ‘you’.

 FGCG will deal with your complaint

FGCG do not look on complaints as unwanted. In fact, they may help us to see where things might be improved. So do let us know where you feel FGCG have made a mistake or done something which you found unsatisfactory or unacceptable. Even if you do not think your particular concern amounts to a 'complaint' FGCG would still like to know about it. You may help us to deal with something FGCG would otherwise overlook.

 How to complain

 Step 1: Contacting us

 The first step is to talk to a member of the Garden Coordinator or a trustee. This can be done quite informally, either directly or by email or phone. Usually, the best member to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right.

If the issue relates to child protection, please speak to one of our Child Protection Policy Coordinators, Myanah Saunders.

FGCG will try to resolve the problem on the spot if we can. If FGCG can't do this, for example, because information FGCG need is not to hand, then FGCG will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within seven working days or FGCG will make some other arrangement acceptable to you.

Step 2: Taking your complaint further

 FGCG hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right.

However, if you are still unhappy, the next step is to put your complaint in writing to the Chair of the Trustees, setting out the details, explaining what you think went wrong and what you feel would put things right. Once the Chair receives a written complaint, he/she will arrange for it to be fully investigated.

Your complaint will be acknowledged in writing within seven working days of receiving it and the letter will say when you can expect a full response. This should normally be within three weeks unless the matter is very complicated. Where this is the case, FGCG will still let you know what action is being taken and tell you when FGCG expect to provide you with a full response.

Step 3: The next stage

 If you are not satisfied with the Chair's investigation you can always seek advice from a mutually agreed third party outside the organisation, such as an advice agency or other organisation. FGCG will provide you with details of any local services if FGCG can.


First devised July 2022

Approved by Trustees July 2023                                               To be reviewed March 2025 2024