Compliments and Complaints Policy and Procedure
Welcome!
The National Trust for the Cayman Islands aims to provide the highest quality service for our members, key stakeholders, and the community. We welcome an opportunity to respond to compliments and concerns. We take all feedback seriously as it provides an opportunity to improve and maintain the high standards we aim to achieve.
We are always happy to accept compliments and good wishes from those we work with and from members of the general public. However, we recognise that from time to time there may also be the occasion where our work does not always meet expectations. In these situations, we are committed to dealing effectively and efficiently with any concerns or complaints you may have.
Getting in touch with us
If you are not happy with an aspect of our work, you can contact us via email at info@nationaltrust.org.ky. We will respond to your email in a timely manner.
Dealing with a concern
Upon receiving your complaint, we will deal with the matter as quickly as possible, our aim being to acknowledge and respond in writing to your feedback within 10 working days. If you are not satisfied with our response in the first instance, you may contact our Executive Director, director@nationaltrust.org.ky
Records of feedback
We will keep a record of feedback, which will include details of the complaint, the date it was received, details of the issue, proposed solutions, and a copy of all communication regarding the issue.
Putting things right
Where we got things wrong or our services have fallen below the expected standard, we will aim to put things right as soon as possible.
Confidentiality
Except in exceptional circumstances, every attempt will be made to ensure that both you and the National Trust for the Cayman Islands will maintain confidentiality. However, the circumstances giving rise to your complaint may be such that it may not be possible to do so; with each complaint judged on its own merit. Should this be the case, we will inform you accordingly.