Complaints policy

The Scottish Geology Trust aims to always provide high-quality events, activities and information. If you are not happy with the Scottish Geology Trust in any way, please let us know. We welcome the opportunity to put matters right, for you and for others.

What to do

First, please contact the person responsible for the event, activity or information that you are not happy with, preferably at the time. The people closest to the situation can deal with most problems quickly.

If you are unhappy with the response, or don’t know who to contact, email the SGT Secretary: secretary@scottishgeologytrust.org.

What happens next?

We will try to respond to you within one week. We will tell you who is dealing with your complaint and when you can expect to receive a more detailed reply. We aim to resolve complaints within two weeks. Some complaints take longer to investigate. When they do, we will contact you to tell you when you can expect a response from us.

We will handle all comments and complaints sensitively. SGT will record your complaint and follow relevant data protection requirements. We will use the information to help us improve our services.

What if I’m not satisfied with the response?

If you have made a complaint and are unhappy with the response you receive or with the way your complaint has been handled, you can appeal by writing to the Chair of the Board, chair@scottishgeologytrust.org.

Overall responsibility for this policy and its implementation lies with the Board of Trustees of the Scottish Geology Trust.