ACCESSIBILITY

Andover Trees United is committed to providing a website that is accessible and easy to use for the widest range of visitors possible, regardless of disability or impairment.

 
 

Accessibility Statement for Andover Trees United

This is an accessibility statement from Andover Trees United.

Measures to support accessibility

Andover Trees United takes the following measures to ensure accessibility of Andover Trees United:

  • Include accessibility throughout our internal policies.

  • Integrate accessibility into our procurement practices.

  • Assign clear accessibility goals and responsibilities.

Conformance status

The Web Content Accessibility Guidelines (WCAG) defines requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. Andover Trees United is fully conformant with WCAG 2.1 level AA. Fully conformant means that the content fully conforms to the accessibility standard without any exceptions.

Feedback

We welcome your feedback on the accessibility of Andover Trees United. Please let us know if you encounter accessibility barriers on Andover Trees United:

  • E-mail: volunteers@andovertrees.org.uk

  • Visitor Address: Harmony Woods, Andover

  • Postal Address: Westcot Old Salisbury Road Abbotts Ann ANDOVER SP11 7NH

  • Social Media @andover_trees

We try to respond to feedback within 2 business days.

Formal complaints

In order to ensure that our services remain at a high and improving standard, we have a procedure through which you can let us know if, for any reason, you are not satisfied with your dealings with the organisation.

Our Complaints Procedure has the following goals:
To deal with complaints fairly, efficiently and effectively
To ensure that all complaints are handled in a consistent manner throughout
To increase supporter satisfaction
To use complaints constructively in the planning and improvement of all services.

How to complain
If you are not happy with Andover Trees United (ATU), please tell us.
If you are unhappy about any ATU service, please speak to the relevant management team member or one of the Trustees.
Management team members and Trustees can be found on our website at https://www.andovertrees.org.uk/who-we-are and may be contacted by email using firstname.lastname@andovertrees.org.uk

If you are unhappy with an individual within the organisation sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate, then speak to another member of the management team or the charity Operations Manager.

If you make contact in person or by phone, make a note of the name of the person you speak to.
If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

Write down your complaint and send it to:
Andover Trees United,
FAO Complaints
Westcott,
Old Salisbury Road,
Abbott’s Ann
SP11 7NH

What happens when we receive your complaint
Often we will be able to give you a response straight away. When the matter is more complicated, we will give you at least an initial response within five working days.

All written complaints will be logged. You will receive a written acknowledgement within five working days.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

Registered Charity No. 1167574.

If, after we have responded you are not satisfied, please contact a member of the Admin. Officer volunteers@andovertrees.org.uk who will report the matter to the next meeting of the Trustees, who will in turn decide on any further steps to resolve the situation.

Finally, please also let us know if you are happy with Andover Trees United’s services.