At Shared Earth Trust Charitable Incorporated Organisation (SET), we are committed to providing high-quality courses, accommodation, events, facilities and customer service. We welcome feedback, including complaints, as an opportunity to improve what we do.

We aim to deal with complaints fairly, consistently, confidentially and as quickly as possible. Wherever possible, we encourage concerns to be raised informally so that they can be resolved promptly.

This policy applies to visitors, course participants, accommodation guests, event attendees, customers and members of the public.

Our Principles

We will:

• Listen to complaints openly and respectfully.
• Treat everyone fairly and without discrimination.
• Investigate complaints objectively.
• Respond in a timely manner.
• Keep information confidential where appropriate.
• Use feedback to improve our services.

We ask that complainants:

• Raise concerns as soon as possible.
• Provide clear information about the issue.
• Allow us a reasonable opportunity to investigate and resolve the matter.
• Treat staff, volunteers and contractors respectfully throughout the process.

SET reserves the right not to pursue complaints that are abusive, vexatious or repetitious.

Stage 1: Informal Resolution

If you experience a problem during your visit, course, event or stay, please tell a member of staff as soon as possible.

Many issues can be resolved immediately, and we are committed to taking reasonable steps to address concerns when they arise. This reflects the requirement in our Terms and Conditions that customers give us the opportunity to rectify problems before seeking to escalate the complaint.

Stage 2: Formal Complaint

If the matter cannot be resolved informally, you may submit a formal complaint.

Complaints should be made in writing and include:

• Your name and contact details.
• Details of the activity, event, course or accommodation booking (if applicable).
• A description of the complaint.
• Any relevant evidence or supporting information.
• The outcome you would like to achieve.

Complaints should be sent to:

Engagement Manager
Shared Earth Trust
Denmark Farm Conservation Centre
Betws Bledrws
Lampeter
Ceredigion
SA48 8PB

or by email to:               info@denmarkfarm.org.uk

We ask that complaints are submitted:

• Within 14 days of a course or event; or
• Within 28 days of an accommodation stay,

in line with our Terms and Conditions. 

We will acknowledge receipt of the complaint within 5 working days.

We aim to investigate and provide a written response within 20 working days. If more time is required, we will explain why and provide an updated timescale.

Stage 3: Review Request

If you are dissatisfied with the outcome of the formal complaint, you may request a review. The review request should:

• Be submitted within 10 working days of receiving our response.
• Explain why you believe the complaint has not been resolved satisfactorily.

The complaint will be reviewed by a Trustee who has not been directly involved in the original investigation where possible.

A final written response will normally be issued within 20 working days.

The decision at this stage is final.

Outcome of a complaint

Where a complaint is upheld, the outcome may include:

• An apology.
• Corrective action.
• Service improvements.
• A refund or partial refund where appropriate.
• Alternative arrangements or credit towards future activities.
• An offer of a goodwill payment.

Any refund offered will be considered on a case-by-case basis and in accordance with our Terms and Conditions.  For accommodation and course bookings, any contractual rights to refunds shall not exceed the amount paid for the relevant booking.

Confidentiality

All complaints will be handled sensitively and confidentially. Information will only be shared with those involved in investigating and resolving the complaint.

Records of complaints will be retained securely in accordance with our Privacy Policy and data protection obligations.

Learning from Complaints

We value feedback and will periodically review complaints received to identify trends, improve services and enhance the experience of our visitors, guests, course participants and other customers.

Review Information

Effective Date:                                   28 October 2026

The policy will be reviewed regularly to ensure it remains legally compliant, operationally effective, and aligned with the organisation’s values and objectives.

Next Scheduled Review:                  October 2027

Policy Approval Statement

This policy has been approved by the Trustees of Shared Earth Trust and applies to all relevant staff, volunteers, trustees, contractors, participants and visitors as specified within the document.