External Complaints Procedure
Updated: April 2025
For Review: April 2026
Introduction
Rural Media is committed to working in an open and accountable way that builds the trust and respect of all our stakeholders. We also want to ensure the highest standards of ethics and performance across all areas of our organisation. One of the ways in which we can continue to improve our service is by listening and responding to the views of our stakeholders, and by responding positively to complaints regarding our employees or our and services and finding a suitable resolution.
We take complaints very seriously and we treat them as an opportunity to develop.
This is why we are always incredibly grateful to hear from people who are willing to take the time to help us improve and who contact us about their problems, concerns or worries.
How to lodge a complaint
You can make a complaint in whatever form is the most convenient to you. You can telephone and speak to the appropriate member of staff or, alternatively you can email or write in by post:
By telephone: 01432 344039
Post: Rural Media Packers House 25 West Street Hereford HR4 0BX
By email: info@ruralmedia.co.uk
If you telephone us, the complaint will be logged. Whoever takes your call will try to resolve the issue or connect you to the right person. If you are not satisfied with the response you receive at this stage, you can submit a formal complaint via email or in writing by post.
If your complaint is in writing (including email) we will acknowledge it as soon as possible and pass it to the appropriate member of staff for action. If your complaint cannot be resolved by the person initially dealing with it, it will be directed to the relevant senior member of staff. It is our intention that complaints be responded to within seven working days. If a full response cannot be given within seven working days (e.g. when a matter is very complex, where we have to consult a third party on the matter or the relevant member of staff is on leave) you will be informed of the progress being made with your complaint.
In all cases, we will treat your correspondence in strict confidence, with fairness and objectivity.
What to do if you are still unhappy
If you feel your complaint has not been satisfactorily dealt with you have the option to put your concerns directly in writing to the Chief Executive of Rural Media:
Mr. Nic Millington Chief Executive Rural Media
Packers House, 25 West Street, Hereford, HR4 0BX
The Chief Executive will then respond to you within twenty working days of receipt of your letter.
If you are not content with the outcome you may raise your concern with the Board of Trustees by writing directly to: