Sussex Wildlife Trust is committed to giving a high quality service. Despite this commitment sometimes things will go wrong. When this happens we want to know about it, and to put things right where we can.
If you have a complaint or positive suggestion, tell us about it and help us to help you. Our complaints procedure:

Step 1
Contact the person who provided the service. We hope to sort out most problems on the spot. If you are not sure who to contact, speak to our Marketing Manager contact details below) who will give you the information you need.

Step 2
If you are not satisfied with our initial reply, put your complaint in writing. Address it to the Chief Executive. He will investigate the issue thoroughly and will reply to you within 1 month.

Step 3
If you are still not satisfied with the outcome, contact the Trust’s Honorary Secretary whose name and address will be given at Step 2.

Our promise to you

• We will investigate your complaint thoroughly and fairly

• We will acknowledge receipt of the complaint. The acknowledgement will say who is dealing with the complaint and when you can expect a reply

• We will write and tell you the outcome of our investigation within 1 month. Difficult complaints sometimes take a little longer to sort out. If so, we will keep you up to date with what is happening

• If we are at fault we will try to put things right as quickly as possible. In any case we will give you a full explanation
  

And if you are still not satisfied
If you feel that the Sussex Wildlife Trust has still not resolved the issue satisfactorily, you may wish to refer your complaint to the Charity Commission:

Contact details

Sarah Hince
Marketing Manager
Sussex Wildlife Trust
Woods Mill
HENFIELD
West Sussex
BN5 9SD

Direct Line: 01273 497520
click to email

The Charity Commission
Harmsworth House
13-15 Bouverie Street
LONDON
EC4Y 8DP

Tel: 0870 333 0123
email here
Minicom* facility: 0870 333 0125
(* for hearing and speech impaired callers)