Woodland Heritage Complaints Policy

We are always pleased to receive comments about the Charity’s work and have a variety of means by which you can forward these to us.

We will:

·         Treat what you say seriously

·         Try to resolve complaints and issues promptly

·         Learn from feedback and take action to further improve our services where it is needed

·         Ensure your comments are treated in confidence

What to do if you have a complaint

It is always better if you can let us know straight away if you have a complaint that requires our attention. Most can be sorted out quickly and our staff will welcome the opportunity to do this.

You can share feedback or register a complaint with Woodland Heritage in the following ways:

In writing:

Woodland Heritage
P O Box 168
GU27 1XQ

Or you can call us on weekdays between 9:00am and 5.00pm by telephoning 01428 652159

Or you can email us at: office@woodlandheritage.org

What happens next?

If you feedback in person or over the phone, we will try to resolve the issue there and then. If we are unable to do so, we will endeavour to contact you with an update within 48 hours. Similarly, we will always try to acknowledge emails within 48 hours or written communications within five working days of receipt. At all times we will do everything we can to resolve any issues raised within 10 working days. If this is not possible, we will explain to you why and agree with you the next steps to be taken. If we are still unable to resolve your issue, then we will refer the matter to our board of Trustees. At all times we will keep you informed of what we are doing and who within the Charity is handling your complaint.

What if the complaint is not resolved?

By the end of our complaints process, should you remain unsatisfied regarding a fundraising issue, you can address your complaint with the Fundraising Regulator, which is an independent body responsible for facilitating an unbiased and considered judgement; please ask for details.

 Alternatively, go online at: https://www.gov.uk/complain-about-charity

 Or you can phone the Charity Commission on: 0300 066 9197

Or write to: The Charity Commission, 1 Drummond Gate, Pimlico, London, SW1V 2QQ.

Date of last update: 31st May 2019

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