The Mills Archive Trust is committed to delivering a high standard of service to anyone who engages with our work.
We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. You can provide your feedback by calling 0118 950 2052, sending us a message online, or writing to Liz Bartram at The Mills Archive Trust, Watlington House, 44 Watlington Street, Reading RG1 4RJ.
We shall acknowledge and provide an initial response to your feedback within ten working days of receiving it. Whilst we expect to be able to resolve most complaints within that time, if we need to conduct a more in-depth investigation, we shall aim to provide you with a full written response within 28 working days of acknowledging receipt of the complaint. If we are unable to meet that deadline due to exceptional circumstances, we shall let you know.
If you are not happy with the response you receive, you may escalate your concerns to our Chairman, Dr Ron Cookson MBE, who will consider the matter in more detail.
If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you may refer the complaint to the Fundraising Regulator, provided that you do so within two months of our response.
The Mills Archive Trust is a member of the Fundraising Regulator and we agree to abide by its decisions. The Fundraising Regulator aims to acknowledge complaints within one week of receiving them. To contact the Fundraising Regulator:
- Visit their website complaints page for more information here: https://www.fundraisingregulator.org.uk/make-a-complaint/complaints/
- Complete their complaints form here: https://www.fundraisingregulator.org.uk/make-a-complaint/complain-about-a-fundraising-approach/