Complaints Procedure

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, do please 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 informally and on the spot. If you are not sure who to contact, you can see a list of key contacts for the Trust in our 'Get in Touch' page or you can use our contact form below.

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

Step 3
If you are still not satisfied with the outcome, you can 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

Complaints and Feedback Contact Form

Please use this form to send us any specific feedback or to log a complaint if you do not know who to address it to.

Your details
Data protection

Sussex Wildlife Trust will store your details securely, and we will never sell, trade or rent your personal information to other organisations. We confirm that any personal information we hold about you will not be communicated to any agency or person outside the Sussex Wildlife Trust.

We would also like to send you occasional information about aspects of our work, such as conservation news, event and fundraising campaigns. Please confirm that you are happy to receive this information by

Your message

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

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)