Contact Us

If you would like to discuss with Board members and officers any queries, concerns or
issues that you may have please:-

- E-mail, phone or visit the office. Staff are there to answer questions during office hours.

- Contact your local Conservator who will listen to your concerns and if necessary take
the matter forward.(You will find your local Conservator under 'Conservators' on our
website or ask at the office for details.)

- A panel consisting of Conservators, including your local member, if applicable, are
available with whom you can informally discuss any issues. If the issue is still
unresolved the panel will be able to advise the best way to take this forward.

- Ask a question at a Board meeting. This is a formal process that requires the question
to be received in writing at the office by noon on the Tuesday before the meeting of the
Board. Each question shall take no more than five minutes, with a maximum of thirty
minutes being set aside for all questions.

PROCEDURE FOR DEALING WITH COMPLAINTS

What is a complaint?

"An expression of dissatisfaction made about the standard of service or action of the Board

or a member of its staff which affects an individual or group."

Complaints will generally include the following:-

• failure to provide a service
• failure to achieve standards of service
• delays
• failure to follow procedures
• failure to satisfy legal duties
• bias or unfair discrimination
• failure to consider relevant matters
• staff attitudes and the actions of individual members of staff

CONSIDERATION OF COMPLAINTS

Informal

If you wish to make a complaint either by phone, 01684 892002, or by personal visit, our office

is open between 10am - 1pm and 2pm - 4pm weekdays. A member of staff will try to resolve

the problem there and then.

All written complaints will be acknowledged within five working days. Where research is required

a reply will be received within 15 working days.

Formal

If you are not satisfied with the reply the complaint should be made in writing stating the reason why

you are not satisfied. The Director will review the matter and examine any options which may exist

for remedying the complaint.

The Director will respond in writing within 15 working days.

If a complaint is still not resolved to your satisfaction the matter will be referred to a panel consisting

the Chairman, Vice Chairman of the Board and relevant Committee Chairman for their consideration.

The Director will arrange for a meeting of the Panel to be convened as soon as possible. The Panel

will consider a report from the Director including details of the complaint. You will be invited to

attend this meeting to put your case. You will then be informed of the Panel's decision. If you are

still not satisfied the matter will be referred to the full Board.

We are pleased to receive compliments as well as complaints as both help us to improve our

organisation.

Any Board member who wishes to take up a formal complaint on your behalf should send in written

details to the Director.

Malvern Hills Conservators
Manor House
Grange Road
Malvern
Worcestershire
WR14 3EY

Tel: 01684 892002
conservators@malvernhills.org.uk