complaints policy

The Wildlife Trusts Complaints Policy

© Vicky Nall

1. General complaints

The Wildlife Trusts want to exceed your expectation in everything we do. However, we know that there may be times when we do not meet our own high standards. When this happens, we want to hear about it, in order to deal with the situation as quickly as possible and put measures in place to stop it happening again.

We take complaints very seriously and we treat them as an opportunity to develop our approach. This is why we are always very grateful to hear from people who are willing to take the time to help us improve.

Our policy is:
• To provide a fair complaints procedure that is clear and easy to use for anyone wishing to make a complaint.

• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.

• To make sure everyone in our organisation knows what to do if a complaint is received.

• To make sure all complaints are investigated fairly and in a timely way.

• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.

• To learn from complaints and feedback to help us to improve what we do.

All complaint information will be handled sensitively, in line with relevant data protection requirements.

Overall responsibility for this policy and its implementation lies with Janel Fone, from our team of Directors.

How to make a complaint

Complaints should where possible be in writing and sent to:

The Wildlife Trusts
The Kiln
Mather Road
NG24 1WT

Or emailed to

2. Complaints about fundraising

The Wildlife Trusts is registered with the Fundraising Regulator and is committed to the highest standards in fundraising practice.
If your complaint relates to fundraising and you feel it remains unresolved then the Fundraising Regulator can investigate your complaint (England & Wales only). You should contact them within two months of receiving your response from us.

Fundraising Regulator
1st Floor
10 St Bride Street
0300 999 3404

Further assistance with regards to your complaint about fundraising can be sought from the following organisations:

England and Wales

Charity Commission
PO Box 1227 Liverpool
L69 3UG
0845 3000218


The Scottish Charity Regulator
2nd Floor
Quadrant House
9 Riverside Drive

Northern Ireland

Charity Commission for Northern Ireland
257 Lough Road
BT66 6NQ

Isle of Man

Attorney General’s Chambers
Head Office
Isle of Man Government
3rd Floor
St Mary’s Court
Hill Street
01624 685452


Guernsey Registry
Market Building
PO Box 451
Fountain Street
St Peter Port
01481 743800

For further assistance with complaints regarding information rights practices (data protection), advice can be sought from the Information Commissioner’s Office, whose remit covers the UK.

Information Commissioner’s Office
Wycliffe House
Water Lane
0303 123 1113