At the Community Transport Association (CTA), we are committed to providing an excellent and fair service to everyone we work with. We know that sometimes things can go wrong, and when they do, we want to make it easy to raise concerns with us. 

This policy explains:

• how to make a complaint, 
• how CTA will handle it, and 
• how we learn from feedback to improve what we do. 

This procedure is available on our website, is covered in staff and trustee inductions, and will be shared with anyone who makes a complaint.