Feedback Procedure
We’re keen to receive all types of feedback about Nattergal and our work. Following best practice guidelines, we have a Feedback Procedure in place. The Feedback Procedure is open to all.
This form is for you to share your thoughts (or concerns) with us about Nattergal and our work, giving us an opportunity to listen, learn and respond with consideration.
As per best practice recommendations, this procedure has been developed with input from stakeholders. In this case, the Community Group at our first site, Boothby Wildland, and local people attending community workshops at Harold’s Park were also given the opportunity to input into the development of this procedure.
All feedback can be submitted via this form.
However if you have a more urgent issue to report to us (for example an emergency situation or actual or potential harm caused by our work) please speak directly to a member of staff on site or contact us at info@nattergal.com.
All communications will be treated in the following manner:
All written communications marked will be documented on our Feedback Register.
They will be reviewed and investigated as they are received, with appropriate people being consulted.
Feedback process:
We will begin a process to consider any issues raised.
An initial response will be sent within 10 working days.
Where feedback is a grievance, dialogue is ongoing as we seek to develop a resolution.
Where relevant, once feedback is resolved or concluded, it is marked closed on the Feedback Register.
The Feedback Register is monitored, evaluated and used for internal learning.
Data Protection
All personal information collected by Nattergal Limited as part of the Feedback Procedure will be collected, used and held in accordance with the provisions of UK data protection law (including but not limited to the UK GDPR, the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003). Our Privacy Policy will be followed at all times.
Personal information provided as part of any Feedback may be shared with employees, agents or advisors of Nattergal to help resolve any grievance, share any positive feedback with the team and for training or quality improvement purposes.
We will remove any personal data from Feedback before sharing outside of Nattergal.
A note on ‘Closing’ feedback
The Feedback Register is a factual log, not a sign off agreement – but important for records, monitoring and evaluation. Various standards agree that a feedback can be labelled Closed even if the grievance not fully resolved – noting that:
All efforts should be made (including the suggestion of independent mediation).
As long as due process has been followed, parties can ‘agree to disagree’.
This must all be captured in the Feedback Register and then the matter can be Closed.
The Feedback Register is reviewed quarterly by Nattergal staff, with representatives from across each team. A summary will be shared with Senior Leadership and actions taken, as appropriate.
Overall responsibility for this Feedback Procedure and the implementation thereof lies with Lorienne Whittle, Partnerships and Commnunity Manager. It will be reviewed at regular intervals.
