Feedback and Complaints Policy

As a registered charity regulated by the Charity Commission, The Anglo-Austrian Society strives to ensure that its main goal is fulfilled – that of fostering the knowledge and understanding of the art, literature, architecture, language, culture, ideas and ways of life in both Austria and the United Kingdom.  The Society’s Trustees offer their services on a voluntary basis to assist in the furthering of this goal, in particular for those who support the Society through subscriptions or other donations. The Trustees are continually seeking ways in which the Society’s goal can best be achieved. This is why your comments are always welcome: they can often help in identifying other ways in which this can or should be done.

Providing feedback

If you have enjoyed or appreciated something done by the Society or if you have a comment on how the Society’s charitable work could appropriately be enhanced, please let us know.  Feedback can be provided by emailing any of the Trustees, using the contact details which are provided in each quarterly Newsletter.

All feedback is acknowledged. The Trustees also keep a record of any feedback received. This is presented to the Board for consideration at least annually.

Making a complaint

As a small charitable society, The Anglo-Austrian Society has a simple complaints procedure.

If you have a complaint, we will try to resolve it promptly and effectively. To raise a concern, please:

  1. Talk to the person with whom you have been dealing or to the Trustee who is responsible for the area most closely related to the issue.Explain your concern and see if it can be resolved informally.
  2. If this is not successful, please put your complaint in writing. This should normally be sent to the Chairman (chairman@angloaustrian.org.uk). If your complaint involves the Chairman, please address your communication to the Secretary to the Board (boardsecretary@angloaustrian.org.uk)

Your complaint will normally be acknowledged within a fortnight; a formal response will normally be provided within a month. If you feel that the matter is still not satisfactorily resolved, you can complain to the Charity Commission, using its formal complaints process. Details of the process can be found at https://www.gov.uk/complain-about-charity

Any complaint and its resolution are formally recorded and reported to the Board of Trustees.