Policies & Procedures
Our Complaints Procedure
What to do if you have a complaint?
We take complaints about our work and employees very seriously. If you are not satisfied, please contact us in the first instance and we will try our best to resolve your complaint. If you are not satisfied, please follow this procedure to raise a formal complaint.
How to make a complaint:
You can make a formal complaint by post, online or by phone.
Write an email to:
Mersey Gateway Environmental Trust
Tan House Lane
Or phone us on: 0151 5118532
What we will do on receiving your complaint
We will aim to resolve your complaints as soon as possible. In order to deal with your complaint efficiently, we need as much information on the nature of the complaint as possible.
If possible, we would need from you:
- a clear, detailed description of what your complaint is about
- copies of any letters or emails related to the complaint
- your email address or postal address (so we can reply)
Complaint response times
We would appreciate your understanding that, with limited resources, we cannot always respond to your complaint immediately, although we will whenever we can.
You will receive an initial acknowledgement and/or response within ten working days of receipt of your complaint and we expect to resolve most problems in that time.
Where a more in-depth investigation is required we aim to provide a full response within 20 working days. If there are exceptional circumstances, where that is not possible, we will advise you.