Not happy with our service?
We are always happy to receive comments, feedback and suggestions, and provide a variety of means by which you can do this.
We will:
- Treat complaints seriously
- Try to resolve complaints promptly
- Learn from complaints and take action to further improve our service
- Ensure that complaints are treated in confidence
What to do if you have a complaint
It is always better if you can let us know straight away. Most complaints can be sorted out quickly, and our staff will welcome the opportunity to do this if at all possible.
If it is not possible to complain on the spot, you can contact the Woodland Trust by email, in writing or by telephone.
Write to:
The Woodland Trust
Kempton Way
Grantham
NG31 6LL
Tel: 01476 581111
Fax: 01476 590808
enquiries@woodlandtrust.org.uk
We are open weekdays 8.30am to 5.00pm.
What happens next?
If you complain in person or over the phone, we will try to resolve the issue there and then. If we cannot, we endeavour to contact you with at least a minimal response within 48 hours. Similarly, if you complain by email we will acknowledge your email within 48 hours or in writing we will acknowledge your complaint within 7 days of receipt of your letter, and do everything we can to resolve it within 21 days. If this is not possible, we will explain why.
What if the complaint is not resolved?
If you are unhappy with our response please contact us by writing to the Woodland Trust’s Supporter Services Manager, Gail Meakin. Your complaint will then be reviewed, and the Trust’s response will be in writing within 14 days.
By the end of our complaints process, should you remain unsatisfied regarding a fundraising issue, you can address your complaint with the Fundraising Standards Board, who are an independent body responsible for facilitating an unbiased and considered judgement. Please ask for details.