Adventure Circus SCIO complaints policy

Adventure Circus SCIO aims to always provide high-quality service. Whether you think we’re doing well, or feel we need to do better, we value your opinion and want to hear from you. 

If you are not happy with Adventure Circus SCIO in any way, please let us know. We welcome the opportunity to put matters right, for you and for others who might use our services in the future. 

What to do 

First, speak to the instructor providing the service you wish to comment on. The people closest to the situation can deal with most problems quickly.  

If you are unhappy with the response or feel unable to approach *staff/volunteers directly then email admin@adventurecircus.org or call our Managing Director Gemma Simpson on 07709815564 or write to: 

Adventure Circus SCIO, Unit 7, Kilda Place, Perth, PH1 3RL 

Whatever method you choose, we will deal with the matter in the same way. 

What happens next? 

We will respond to you within 7 working days. We will tell you who is dealing with it and how long the investigation will take. 

We aim to resolve complaints within 15 working days. 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. Adventure Circus SCIO 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 Adventure Circus SCIO using the above contact methods. This may be escalated to the Charity Trustees who will look at the situation and decide if further action is needed. 

If you are still unhappy, you can write to the Chair of Adventure Circus SCIO’s trustee board, who will look at the situation again and decide if further action is needed. Their contact details are: 

Jane Moncrieff  
jane.moncrieff@gmail.com 
 
Overall responsibility for this policy and its implementation lies with the board of trustees of Adventure Circus SCIO.