Complaints Policy

At Big Blue Ocean Cleanup, we are committed to providing the highest level of service and conducting our activities with transparency, accountability, and integrity. We value feedback from the public, our volunteers, partners, and supporters, and take complaints seriously. This policy outlines our approach to handling complaints in a fair and timely manner.

1. How to Make a Complaint

If you have a complaint regarding any aspect of Big Blue Ocean Cleanup’s services, activities, or conduct, you can raise your concerns through the following channels:

  • Email: info@bigblueoceancleanup.org

  • Mail: Big Blue Ocean Cleanup CIC, Office One, 1 Coldbath Square, London, EC1R 5HL

  • Phone: +44 (0) 207 1268 227

Please provide as much detail as possible, including your name, contact information, and a clear description of the issue you are raising.

2. Complaints Process

Once we receive your complaint, we will:

  1. Acknowledge Receipt: You will receive an acknowledgment of your complaint within five working days.

  2. Investigation: We will investigate the complaint, ensuring all relevant information is considered. This may involve speaking with staff members, volunteers, or external parties involved.

  3. Response: We aim to provide a full response within 14 working days. If further investigation is required, we will keep you informed and provide an updated timeline.

3. Outcome

Our response will include the findings of the investigation and any actions taken to resolve the issue. If the complaint is upheld, we will outline the steps we will take to prevent a similar issue in the future. If you are not satisfied with the outcome, you may request a review.

4. Review Process

If you believe the resolution was unsatisfactory, you may request that your complaint be reviewed by senior management. This review will be conducted within 14 working days of your request, and you will receive a final response based on this further investigation.

5. Confidentiality

All complaints will be handled with discretion, and any personal information will be treated in accordance with our Privacy Policy. Only those involved in the investigation and resolution of the complaint will have access to the details.

6. Continuous Improvement

We use complaints as an opportunity to improve our services and operations. Feedback from complaints is reviewed regularly to identify trends and areas where we can enhance our practices.