Committee and Branch Policies
Branch Chair and Acting Treasurer
Branch Organiser, Secretary and Events Organiser
Membership Secretary and Newsletter Editor
Records Collator
Moth Contacts
- Liz Goodyear & Andrew Wood
- Contact details as above
Middlesex and London Contact
Sales and Promotion
European Butterflies Group Liaison
Millhoppers Reserve Managers
- Paula Reid
- Christine Ridley
- Chris Hilling
Webmaster
Branch Policies
Branch Complaints Policy
Introduction
Butterfly Conservation is committed to providing a high quality service. Unfortunately, despite all
best intentions things can still go wrong. When this happens we need to
be informed so that every effort can be made to put things right and
to prevent such errors in future.
We also welcome comments or suggestions on ways to improve the current information
or services we provide.
How to make a complaint
1. In the first
instance, wherever possible, the complaint should be addressed
verbally to the person who initially made contact with
you. It is hoped
that most problems can be sorted out and the situation
rectified immediately. If this is not possible a response will be sent within
7 days.
2. If you are not
happy, at this stage, with the initial response or do not feel
comfortable with step 1, the complaint should be made in
writing, addressed to the Branch Chairman. On receipt of a
written complaint the Branch Chairman will investigate the
issue thoroughly and reply with a resolution within 14
days.
3. If you feel
the complaint has still not been resolved to your satisfaction
you should write to the Branch Liaison Officer, copy to Senior
Administration Officer at Head Office.The Branch Liaison
Officer will acknowledge your complaint, contact all Branch
members concerned and initiate a formal investigation.You will be kept
advised of progress at regular intervals until a satisfactory
conclusion has been reached.
How Butterfly Conservation will deal with a
complaint.
1. All complaints will be given priority and handled fairly and
thoroughly.
2. Initial straightforward complaints will be dealt with by the person
involved wherever possible, however, advice and/or
intervention will be sought from Branch officers where
needed.
3. Written complaints addressed to the Branch Chairman will be
investigated, resolved and replied to within 14 days, or
sooner where possible.
4. Serious complaints notified to the Branch Liaison Officer will require
formal investigation and the complainant will receive written
acknowledgement and regular updates of progress until a
satisfactory conclusion has been
reached.
5. Where the Branch is found to be at fault, the issue will be rectified as soon
as possible and steps put in place to ensure a similar problem
does not occur in the
future.
September 2004
COPYRIGHT POLICY
By submitting information on
a recording form or by email to the Branch Website http://www.hertsmiddx-butterflies.org.uk/ I (the recorder named on the form or email) agree that it may be collated and disseminated manually
or electronically, including via the Internet, for conservation,
environmental decision-making, education, research and other public
benefit uses in accordance with Butterfly Conservation's data access
policy. Names and contact details of data suppliers will be used for
administration and verification purposes only. Your contact details
will not be passed to other parties without the consent of the data
supplier, whilst your name will form part of the record that is
collated and disseminated in accordance with Butterfly
Conservation's privacy policy. For more details of Butterfly
Conservation's Copyright statement Click here . . . .
