Complaints Policy

Complaints policy

1. General complaints

Nottinghamshire 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 Strategic Management Team

How to make a complaint

Complaints should where possible be in writing and sent to:

Nottinghamshire Wildlife Trust

The Old Ragged School

Brook Street

Nottingham

NG1 1EA

2. Complaints about Fundraising

Nottinghamshire 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 Policy[1], a complaint must be made to Nottinghamshire Wildlife Trust within 12 weeks of the fundraising incident or communication of which the complaint is made.

If after four weeks (20 working days) following the complaint, the matter has not been addressed or you do not feel that your concerns have been resolved satisfactorily by Nottinghamshire 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

enquiries@fundraisingregulator.org.uk

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

England & Wales (43 Wildlife Trusts within England & Wales)

Charity Commission

PO Box 1227 Liverpool

L69 3UG

0845 3000218

www.charity-commission.gov

Scotland (Scottish Wildlife Trust)

The Scottish Charity Regulator

2nd Floor

Quadrant House

9 Riverside Drive

Dundee

DD1 4NY

 info@oscr.org.uk

Northern Ireland (Ulster Wildlife Trust)

Charity Commission for Northern Ireland

  257 Lough Road

  Lurgan

  Craigavon

  BT66 6NQ

  admin@charitycommissionni.org.uk

Isle of Man (Manx Wildlife Trust)

  Attorney General’s Chambers

 Head Office

Isle of Man Government

3rd Floor, St Mary’s Court

Hill Street

Douglas, IM1 1EU

01624 685452

GeneralMailbox.ATG@gov.im

Guernsey (Alderney Wildlife Trust)

Guernsey Registry

Market Building

PO Box 451

Fountain Street

St Peter Port

Guernsey

GY1 3GX

01481 743800

enquiries@guernseyregistry.com

Information Commissioner’s Office

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.

Wycliffe House

Water Lane

Wilmslow

SK9 5AF

0303 123 1113

casework@ico.org.uk