General Statement

The Titus Trust aims to provide its staff, volunteers, beneficiaries, supporters and their parents with the best possible service. We positively welcome suggestions you may have for how we can improve our service.

Usually, a word with the person at the point of service delivery will suffice should a problem arise. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided fall short of what they could reasonably expect. We also want to know about these occasions so that we can make good the problem and plan to avoid its repetition. If you have a complaint, we would like you to tell us about it.

This is what you should do:

1. If you have a complaint to make about the holidays, it should be made to a leader on the holidays who will try to resolve the issue informally. If you have a complaint to make about services apart from the holidays (eg our communications or fundraising), it should be made to the staff member or volunteer leader involved or, if you do not have contact with a staff member or volunteer leader, to a Camp Group Leader or the Operations Director as below.

For clarity:

Leaders – are anyone who is designated a leader on camp, they may be members of our staff or our more senior volunteers

Staff – are those people employed by the Titus Trust
Camp Group Leaders – these are listed below and are the most senior staff member in each Camp Group

2. If the issue is serious, or you are not satisfied after raising it with a leader or staff member, you should make a formal complaint.

3. Your complaint should be made in writing, marked “Private & Confidential”, and sent to the Camp Group Leader for the relevant holiday or the Operations Director for complaints related to the Trust as set out below, who will acknowledge it in writing (normally within 7 days of receipt) and advise you how it will be handled. Remember to keep a copy of your letter. If your complaint relates to the Camp Group Leader, please write to the Chair of Trustees at the Titus Trust address above. We are not able to respond to anonymous complaints.