Feedback & Accountability

Complaints & whistleblowing

The Wartime Vessels Association welcomes feedback and complaints as an opportunity to put matters right and improve how we work with participants, volunteers, members, and partners.

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WVA (Wartime Vessels Association) is a trading name of The Wartime Maritime Memorial Association C.I.C.

Policy register → Complaints & Whistleblowing

Submit a complaint DofE complaints

Overview

WVA is largely volunteer-led. We take all complaints seriously and aim to deal with them fairly, proportionately, and within reasonable timescales. Safeguarding concerns should be raised through the safeguarding process and form so they can be triaged immediately.

How to make a complaint

Written record

Complaints should be submitted in writing so they can be properly understood and considered.

complaints@wartimevessels.org

Subject line: Complaint

If you are unable to submit your complaint by email, contact us using the general contact details on this website and ask for your complaint to be recorded in writing.

What to include

To help us investigate your complaint, please include:

Your name and preferred contact details
The activity, programme, event or service the complaint relates to
A clear description of what happened, including relevant dates if known
Copies of any relevant correspondence or supporting information
What outcome you are seeking

Please avoid sharing sensitive personal data unless it is necessary to explain the issue. Safeguarding concerns should be reported using the safeguarding process set out on our safeguarding page.

Timescales

We aim to acknowledge and respond to complaints within 10 working days.

In many cases, a full response will be provided within this timeframe. Where further investigation is required, we will let you know and provide an updated timescale.

As WVA is volunteer-led, some complaints may reasonably take up to 10 working days to progress once relevant information has been gathered. We will keep you informed of any delay.

Escalation

If you are dissatisfied with the response to your complaint, you may ask for it to be reviewed.

Where appropriate, the review will be carried out by a different or more senior individual within WVA. We aim to respond to escalated complaints within 14 working days, or provide an update where this is not possible.

If your complaint relates to the Duke of Edinburgh’s Award (DofE)

DofE route

WVA offers activities that may be used by participants as part of their Duke of Edinburgh’s Award.

Complaints about DofE-related activity should normally be raised with WVA in the first instance using the process set out above.

If, after WVA’s complaints process has been completed, you believe the matter has not been handled fairly or appropriately, you may raise your concerns directly with the Duke of Edinburgh’s Award charity:

https://www.dofe.org/complaints/