Complaints policy

Warwickshire Wildlife Trust wants 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.

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

Responsibility
Overall responsibility for this policy and its implementation lies with the Director of Marketing & Fundraising.

How to make a complaint
Complaints should where possible be in writing either by letter or via e-mail and sent to:

Director of Marketing & Fundraising
Warwickshire Wildlife Trust
Brandon Marsh Nature Centre
Brandon Lane
Coventry
CV3 3GW

t: 024 7630 2912
e: enquiries@wkwt.org.uk

Our office hours are Monday – Friday, 9am – 5pm.

The Response You Can Expect
We will acknowledge your complaint on receipt. Please note that we strive to respond to complaints within 10 working days but complex complaints may require longer.

What we will do:

  • We will acknowledge your complaint on receipt. 
  • If you are still not satisfied and you wish to make a formal complaint, we will ask you to provide, a detailed account of your complaint and the reasons why you are not satisfied with our response in writing.

There are times when we may choose not to respond to a complaint at all:

  • When a complaint is about something to which Warwickshire Wildlife Trust has no direct connection. We may choose to reply to clear our name but we are not obliged to.
  • When a complaint has only a very broad connection to something that Warwickshire Wildlife Trust is working on but is not something on which we have control or influence, for example political issues.
  • When someone unreasonably pursues a complaint that we have already responded.
  • When a complaint is incoherent or illegible.
  • When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we can choose whether it is necessary for us to reply or not.
  • Warwickshire Wildlife Trust cannot respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can.

We may direct the following types of contact to the police and this may result in action by them:

  • When a complainant is being abusive, prejudiced or offensive in their manner.
  • When a complainant is harassing a staff member.

Who else can help?

If you are not completely satisfied with the outcome of your complaint or how it has been handled by members of our team, we will review this in line with our complaints procedure and ask another manager to review it. If you are still not satisfied there are external bodies that can review your complaint and our handling of it.

You can contact:
The Charity Commission
PO Box 1227
Liverpool
L69 3UG

t: 0845 3000 218
w: www.charity-commission.gov.uk

We update this policy periodically.
Last updated: April 2018