At Monty’s Corner, we welcome feedback from all visitors, volunteers, and supporters. Whether you have a suggestion, a concern, or a formal complaint, we want to hear from you. Your input helps us improve our services and uphold the values we stand for.
This policy outlines how you can share feedback or raise a complaint, and how we respond.
Terminology
For definitions and terminology used throughout our policies, please refer to our Site Policies Overview.
What Counts as Feedback or a Complaint?
We define:
- Feedback as any comment, suggestion, or observation about our website, programmes, or communications.
- Complaints as expressions of dissatisfaction about our services, conduct, or decisions, including safeguarding concerns, fundraising issues, or data handling.
We take all complaints seriously and aim to resolve them promptly, fairly, and respectfully.
How to Submit Feedback or a Complaint
You can contact us via:
- Our Contact page, where you can select “Feedback & Complaints” from the form options
- Email: meltem.kogelbauer@cce-researchalliance.com, a trustee at CCE Research Alliance overseeing Monty’s Corner
Please include:
- A clear description of your concern or suggestion
- Any relevant dates or details
- What outcome you’re seeking (if applicable)
We do not currently accept complaints by post.
Our Process
We follow a two-stage process:
Stage 1: Initial Resolution
- We acknowledge your message within 7 working days
- We aim to resolve the issue within 28 working days
- Trustees are notified of all formal complaints
Stage 2: Escalation
- If you’re not satisfied with the response, you may request a review
- Escalations are handled by a trustee not involved in the original response
- You may also contact external bodies such as the Fundraising Regulator or Charity Commision
Confidentiality and Respect
All complaints are handled confidentially and without judgment. We do not tolerate abusive or discriminatory communication and reserve the right to disengage from persistent or malicious contact.
Trustee Oversight
Complaints are overseen by the trustees of CCE Research Alliance, who are responsible for ensuring that concerns are addressed appropriately and that lessons are learned.
Policy Review
As recommended by the UK Charity Commission and other sector regulators, we review our core policies annually and update them whenever there are changes to legislation, digital services, or our operational model. This ensures our practices remain accurate, relevant, and legally compliant.
Last reviewed: August 2025