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Derbyshire Wildlife Trust - complaints policy

Kidney vetch, Kieron HustonKidney vetch, Kieron Huston

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.

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 Stephanie Kershaw, Head of HR and Governance.

How to make a complaint

Complaints should where possible be in writing and sent to:

Derbyshire Wildlife Trust
Sandy Hill
Main Street, Middleton
Matlock, Derbyshire
DE4 4LR 

Email enquiries@derbyshirewt.co.uk

2. Complaints about fundraising

Derbyshire Wildlife Trust 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
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 
Charity Commission
PO Box 1227 Liverpool
L69 3UG
0845 3000218
www.charity-commission.gov

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
casework@ico.org.uk