Work in partnership with us to tackle the challenges of congestion, air pollution, physical inactivity, and social inequality, by making it easier for people to walk and cycle.
For professionalsYour support helps to give children access to the training and equipment they need to ride a bike safely - starting a cycle of good that can go on to benefit their health, education and future.
Get involvedIf you have a complaint or concern about Sustrans, then we’d like to hear from you. We want to listen and learn from you and hope we can turn your experience around.
We will investigate all complaints relating to the following:
To make a complaint, please get in contact with us in one of the following ways:
Email: complaints@sustrans.org.uk
Write a letter to: Feedback and Complaints, 2 Cathedral Square, College Green, Bristol, BS1 5DD.
We have a three-stage complaint process. We aim to acknowledge all complaints within two working days and aim to give you an initial response within five working days. If we’re unable to meet this deadline, we’ll let you know as soon as possible.
At stage one of our complaints process, one of our friendly Supporter Care Team will be your main point-of-contact to resolve your complaint. At stage two, your complaint will be escalated to a relevant senior Manager or Director. At stage three, your complaint will be investigated by our CEO.
If your concerns don’t meet our complaint criteria, we will do our best to ensure the correct team gets in contact with you. Alternatively, if your complaint does not sit with Sustrans, we will try to signpost you to the correct organisation. If we do signpost you to another organisation, we may politely let you know that we will not continue correspondence with you about the complaint.
Sustrans expects colleagues to handle feedback, queries, issues, and complaints politely at all times.
Our values and vision for inclusivity leaves no room for hate speech, bullying or anything we deem to be unacceptable communication. If the person raising the matter uses hate speech, abusive or threatening language or an aggressive tone or behaviour, we will not engage with this.
If this is the case, we will reply advising that this is unacceptable, and it is unlikely that the complaint will be investigated.