If you have a complaint about NAVCA or a member of staff, volunteer, trustee or contractor,
please speak in the first instance to the person directly.
If you are unhappy with an individual, sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the Head of the relevant department (Membership,
Business Development or Communications) or the Chief Executive.
Often we will be able to give you a response straight away. When the matter is more complicated, we will give you at least an initial response within five working days.
Making a written complaint
If you are not satisfied with our response or wish to raise the matter more formally, please email or write to the Chief Executive.
If your complaint is about the Chief Executive, please email or write to the Chair of the Trustee Board.
All written complaints will be logged. You will receive a written acknowledgement within three working days.
The Chief Executive or, if appropriate, the Chair, will investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not
possible, an interim response will be made informing you of the action taken to date or being considered.
If after we have responded you are not satisfied, please email or write to the Chair who will report the matter to the next meeting of the Trustees, which will decide on any further steps to resolve
The Chief Executive will update the trustees periodically and not less than annually of any complaints received.
NAVCA, The Workstation, Paternoster Row, Sheffield S1 2BX. 0114 278 6636.
Charity number 1001635. Company limited by guarantee number 2575206.
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