2. Where a complaint is about an individual, it will be dealt with by someone other than the person complained about. If that individual is the Chief Executive, the complaint should be addressed to the Trustees.

3. Please mark the envelope ‘Private and Confidential’ and put ‘CPT’ in the top left corner.

4. The letter should explain what the complaint is, and what action you would like to be taken.

5. You will receive an acknowledgement of your letter within 7 days.

6. When your complaint has been fully considered, we will write to you in response.

7. We will also advise you of what action we may take and what further action you may take if you are not satisfied with our response