©Chris Gomersall/2020VISION
Our Complaints Policy
Our Complaints Policy
Wiltshire Wildlife Trust want to exceed your expectations 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, 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.
1. About our complaints process
Our policy is:
- To provide a complaints procedure that is fair, 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 train everyone at Wiltshire Wildlife Trust to know what to do if a complaint is received.
- To investigate all complaints fairly and in a timely way.
- To resolve complaints to the satisfaction of all parties as far as possible, and to manage relationships with complainants courteously and positively.
- To maintain a complaints log of all complaints received. We maintain a complaints log to track patterns and trends in issues raised, demonstrate accountability to our trustees and regulators, and identify opportunities for improvement based on the feedback we receive.
- To learn from complaints and feedback to help us to improve.
Confidentiality
All complaint information will be handled sensitively, in line with relevant data protection requirements.
Responsibility
Collective responsibility for this policy and its implementation lies with the Executive Leadership Team.
Where to make a complaint
Complaints should where possible be in writing and sent to:
Wiltshire Wildlife Trust
Elm Tree Court
Long Street
Devizes
Wiltshire
SN10 1NJ
2. Making a formal complaint
Where your complaint is serious or significant (i.e. where it involves any concerns of wrongdoing by the charity, its staff or its volunteers and/or breaches of our own policies or practice) and/or where you wish to make a formal complaint, the following process applies.
How to complain
Register the complaint with Wiltshire Wildlife Trust (in writing by post, by email, or by phone) within three months of the incident occurring. We would appreciate it if you could clearly mark/identify your communication as ‘complaint’ so that we know you are making a formal complaint and we can direct, log and handle it properly.
Additional Support
We're committed to making our complaints process accessible and supportive for all. Our staff are trained to handle sensitive situations with care and understanding. Simply let us know when you make your complaint if you need any additional support. You can mention this when you contact us by phone, email, or post. There's no need to provide detailed explanations – just tell us what would help you most. If you'd like to discuss what support might be helpful before making your complaint, please contact us on 01380 725670 or email info@wiltshirewildlife.org and ask to speak with our Complaints Coordinator.
Stage 1: Complaint is made
If we receive your complaint via ‘contact us’ on the website or via the contact details above, we will acknowledge the complaint in writing within 7 days.
Complaint is investigated
We will investigate your complaint and tell you of the outcome of the investigation in writing within 28 days of receiving the complaint. If an investigation takes longer, we will let you know in writing when you can expect our response.
Record of the complaint
We will keep a record of the complaint for at least 24 months from the date the complaint was made. Trustees recieve reports on complaints recieved. We will report on the volume and nature of any fundraising complaints to the Fundraising Regulator.
If you are not satisfied with our response
We very much hope that you feel any complaint you have raised has been satisfactorily addressed. However, if you are not satisfied with our response, depending on the nature of your concern, there are a number of regulatory bodies you can escalate your concern to; the Charity Commission and the Fundraising Regulator for example.
3. Complaints about fundraising
Wiltshire Wildlife Trust is registered with the Fundraising Regulator and is committed to the highest standards in fundraising practice. In accordance with the Fundraising Regulator’s Complaints Policy1, a complaint must be made to Wiltshire Wildlife Trust within 12 weeks of the fundraising incident or communication of which the complaint is made.
If after four weeks following the complaint, the matter has not been addressed or you do not feel that your concerns have been resolved satisfactorily by Wiltshire Wildlife Trust, you can refer your complaint to the Fundraising Regulator (England & Wales only). Concerns should be raised with the Fundraising Regulator within eight weeks following the complaint.
Fundraising Regulator
1st Floor
10 St Bride Street
London
EC4A 4AD
0300 999 3404
4. Further assistance
Further assistance with regards to your complaint about fundraising can be sought from the following organisations:
Charity Commission
PO Box 1227 Liverpool
L69 3UG
0845 3000218
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
Wilmslow
SK9 5AF
0303 123 1113