Saintfield Christmas Charity Ride

Complaints Procedure

How to raise a concern or make a complaint.

We want to hear from you

Saintfield Christmas Charity Ride Charitable Trust (Registered Charity No. NIC110259) aims to operate with integrity, transparency, and respect. If something has gone wrong, or you are unhappy with any aspect of our work, events, fundraising, or communications, we want to know so we can put it right.

What counts as a complaint

A complaint is an expression of dissatisfaction about the Trust, our volunteers, our partners acting on our behalf, our events, or our services — whether justified or not — that requires a response.

If your concern relates to the safety or welfare of a child or vulnerable adult, please follow our Safeguarding Policy and contact the relevant authorities where there is immediate risk.

How to raise a complaint

Please contact us in writing where possible, so we have a clear record of your concern:

Please include your name and contact details, a clear description of what happened, when and where it occurred, and what you would like us to do.

What happens next

  • We will acknowledge your complaint within five working days of receiving it.
  • We will look into the matter fairly and proportionately, speaking to relevant people where needed.
  • We aim to provide a written response within twenty working days. If we need longer, we will tell you why and give a revised timescale.
  • Where we have got something wrong, we will say so, apologise where appropriate, and set out what we will do to put it right.

If you are not satisfied

If you are unhappy with our response, you may ask for the matter to be reviewed by a trustee who was not involved in the original handling of the complaint. Please write to us within twenty working days of our response, explaining why you remain dissatisfied.

External bodies

If you are still not satisfied after our internal process, you may seek guidance from the Charity Commission for Northern Ireland (CCNI). The Trust is registered as charity number NIC110259.

Review

This procedure is reviewed by the trustees at least annually, or sooner if our activities or regulatory guidance change.

Contact

For complaints or related enquiries, email info@saintfieldchristmascharityride.org or use our Contact page.